VIP Lounge Manager

1 month ago

Dorval, Canada Hôtel Sheraton Montréal Aéroport Full time

Overview

The Sheraton Montreal Airport Hotel is looking for an extraordinary individual to join us in the position of VIP Lounge Manager.

The VIP Lounge Manager's mission is to serve our elite customers in the VIP Lounge while maintaining its smooth operation. He/she acts as a liaison with customers for hotel and non-hotel services, and plays a key role in ensuring that guests receive the highest level of personalized customer service.

 

In addition, he/she provides an outstanding experience from the moment the guest arrives until the end of the service, in compliance with company standards, ensures customer satisfaction and receives complaints, if any. He/she also ensures the application of hygiene, sanitation, health and safety standards in the workplace. 

Functions

·         Ensures a warm welcome and personalized service for our guests

 

·         Builds meaningful relationships with Elite members to develop loyalty

 

·         Works with the Operations Manager, Guest Services Manager and supervisors to meet members' needs

 

·         Ensures that food stations are fully stocked and communicates with the kitchen team on any additions to be made.

 

·         Provide recommendations to guests for local activities or external events, make special purchases and respond to any other requests, as required, in order to offer personalized service.

 

·         Collaborate with the front desk team to solve problems, manage complaints and follow up as needed.

 

·         Develops a pre-arrival process using the GXP platform to anticipate and respond to our guests' needs.

 

·         Manages the pre-arrival process on a daily basis and communicates information with the catering and reception teams

 

·         Shares important information with colleagues in the various departments involved in the hotel to ensure good communication

 

·         Ensures the cleanliness of the premises

 

·         Follow company standards

 

·         Adhere to hygiene and sanitation standards and procedures

·         Any other task related to the smooth running of Salon operations

Working conditions

 

·         The manager must be available from Sunday to Thursday.

 

·         Flexible working hours, including evenings, weekends and holidays. Job requires standing for long hours.

 

·         May work under pressure during peak hours.

 

Core competencies

 

·         Customer service skills

 

·         Professional attitude and behavior

 

·         Good memory

 

·         Bilingualism in French and English. Fluency in other languages is an asset

 

·         Knowledge of the immediate area and tourist attractions

 

·         Stress tolerance

 

Qualifications required

 

·         2 to 3 years' experience in guest services, reception or a related professional field. Experience in a Marriott hotel is an asset.

 

·         Knowledge of Lightspeed and Squirrel (an asset)

·         Front desk experience is an asset

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