รายละเอียด

***Job Responsibilities***

1. Oversee and manage the overall daily operations of Coral Lounge during assigned shifts, ensuring compliance with company policies and service standards.

2. Supervise and coordinate with Customer Service, Food & Beverage, Kitchen, Bar, Housekeeping, Maintenance, and other relevant departments to ensure smooth operations.

3. Maintain high standards of customer service and deliver an exceptional premium guest experience.

4. Handle escalated guest complaints, resolve complex service issues, and coordinate with relevant departments to ensure effective solutions.

5. Manage and allocate manpower according to operational requirements, while monitoring team performance and productivity.

6. Ensure the readiness, cleanliness, safety, and proper maintenance of lounge facilities, equipment, and operational resources.

7. Coordinate with airline representatives, airport authorities, and relevant stakeholders to ensure compliance with operational requirements and agreements.

8. Manage operational disruptions, emergency situations, and unexpected incidents to minimize service interruptions.

9. Ensure compliance with company Standard Operating Procedures (SOPs), airport regulations, safety standards, and security requirements.

10. Monitor operational performance, control costs and resource utilization, and support the achievement of Key Performance Indicators (KPIs).

11. Prepare daily operational reports, document significant incidents, and ensure effective shift handovers.

12. Support employee development, provide coaching and guidance, and continuously improve operational processes and service quality.

***Qualifications***

1. Bachelor's degree in Hospitality Management, Aviation Management, Business Administration, Tourism, or a related field is preferred.

2. Minimum 5 years of relevant experience in customer service, aviation, airport operations, hospitality, or related service industries is preferred.

3. Minimum 2 years of experience in a supervisory or management role is preferred.

4. Proven experience in team supervision, guest complaint handling, service recovery, and operational problem-solving.

5. Strong leadership, team management, coordination, and decision-making skills, with the ability to work effectively under pressure.

6. Excellent communication and interpersonal skills, with a good command of spoken and written English.

7. Good knowledge of customer service standards, airport operations, safety regulations, and operational procedures.

8. Proficiency in Microsoft Office and relevant operational systems.

9. Strong analytical, organizational, planning, and problem-solving skills.

10. Ability to work rotating shifts, including weekends and public holidays.

11. Experience in airport lounges or premium hospitality services will be an advantage.