Guest Services Supervisor (Executive Lounge)

The Guest Services Executive in the Executive Lounge is the primary point of contact for VIP and executive guests, responsible for delivering a warm, seamless, and personalised experience in the lounge. The role combines guest relations, lounge operations, and light refreshment service, ensuring that all VIP guests enjoy high-quality refreshments, a refined environment, and attentive service throughout their stay.

Key Responsibilities

• Greet VIP guests warmly upon entry to the lounge and provide a professional, welcoming first impression.

• Assist with VIP check-in and check-out within the lounge where applicable, ensuring a smooth and efficient process.

• Provide accurate information on hotel services, facilities, dining options, local attractions, and transportation arrangements.

• Handle guest inquiries, requests, and special arrangements (e.g. spa bookings, dining reservations, transport) promptly and professionally.

• Maintain confidentiality and privacy for VIP guests, ensuring personalised yet discreet service.

Refreshment & F&B Service Support

• Ensure refreshment areas (e.g., coffee, tea, juice, snacks, light meals) are consistently well-stocked, fresh, and presented to the highest standard.

• Assist with the preparation and service of refreshments to VIP guests, including beverages, light snacks, and plated items where required.

• Monitor and replenish refreshment displays, ensuring quality, variety, and visual appeal throughout the day.

• Communicate with the kitchen and F&B team to coordinate special guest requests (e.g., dietary needs, allergies, customised items).

• Support the setup and breakdown of any special lounge events or VIP-centric services, such as evening cocktails or private tastings.

Environment & Presentation Standards

• Monitor lounge cleanliness, ambience, and presentation, ensuring the space is always immaculate and inviting.

• Coordinate with Housekeeping to maintain a pristine environment, including floors, tables, restrooms, and decorative elements.

• Ensure all furniture, equipment, and fittings are in good condition and report any defects or maintenance issues promptly.

• Maintain high standards of grooming, uniform, and personal appearance as per hotel policy and luxury brand expectations.

Guest Relations & Feedback

• Record and respond to guest feedback on lounge experience, refreshments, and service quality, acting promptly to resolve issues.

• Identify and anticipate VIP guest preferences, proactively addressing needs before they are expressed.

• Escalate complex or sensitive guest concerns to the Duty Manager as appropriate.

• Assist with lounge inventory management, including refreshment stock, linens, service items, and other consumables.

• Maintain accurate records of guest visits, refreshment usage, and special requests where required.

• Support basic administrative tasks such as preparing guest correspondence, logging requests, and maintaining records in line with hotel procedures.

• Handle billing and payment processes related to VIP lounge services, ensuring accuracy and compliance with hotel policies.