I. BASIC PURPOSE / JOB BRIEF:

The Executive Lounge Agent is responsible for delivering exceptional guest experiences by efficiently managing check-in and check-out procedures, maintaining a clean, well-organized reception and service area, and providing a seamless and personalized dining experience. This role includes accurately processing transactions, taking and serving orders and responding promptly to guest inquiries and requests in a dynamic, fast-paced environment. As a key representative of the Executive Lounge, the Agent plays a vital role in ensuring guest satisfaction while consistently upholding the highest standards of luxury service and professionalism.

II. MAJOR RESPONSIBILITIES AND DUTIES:

Front Office Operations: 

• Performs check-in and check-out procedures in accordance with established systems and standards, including accurate room allocation, payment processing, and escorting guests to their rooms.
• Accurately and efficiently process guest payments including cash, credit cards and gift certificates to ensure proper settlement and precise collection of sales.
• Ensure individual cash float is balanced daily, with no discrepancies in reports.
• Handle all Executive Lounge Reception-related calls, emails, and reports and promptly update Executive Lounge leaders or the VIP Reception Command Center.
• Support upselling initiatives and actively promote hotel services to guests.

Financial & Administrative:

• Assist Executive Lounge leaders with updating end-of-day sales reports, cashier audit findings and corrective actions.
• Assist with night audit tasks, including balancing and batching transactions and submitting all relevant documents to the Finance Department.
• Conduct foreign currency exchange transactions for in-house guests.
• Prepare and submit reports on guest feedback, service performance and operational observations.

Service Standards:

• Ensure service standards are met or exceed expectations in accordance with the Forbes Travel Guide and internal audits.
• Maintain current and comprehensive knowledge of hotel facilities, services, events, gaming, dining, and entertainment offerings to provide guests with accurate and timely information.
• Prepare a variety of alcoholic and non-alcoholic beverages with creativity and precision, maintaining quality standards and maximizing profitability.
• Provide attentive guest service throughout meals by regularly checking on tables, refilling drinks, and addressing any requests or concerns promptly.
• Promote and upsell menu items and beverages by informing guests of specials, limited-time offers, and promotions to drive additional revenue.

Lounge Operations:

• Maintain cleanliness and organization of the lounge, including mise en place preparation.
• Participate in internal and external training programs as designated by the hotel.
• Oversee daily bar operations, including setup, inventory control, breakage monitoring and equipment maintenance to ensure smooth service and guest satisfaction.
• Efficiently reset tables and maintain well-stocked service stations with napkins, cutlery, and condiments to ensure smooth table turnover.
• Assist with ordering and monitoring inventory of front-of-house supplies, including linens, tableware and condiments.
• Coordinate effectively with kitchen and management teams to ensure seamless service and address any operational issues.
• Perform any additional duties or responsibilities assigned by immediate superiors and management to support operational and business needs.

Compliance & Safety:

• Adhere strictly to hygiene, health, and safety standards in compliance with hotel policies and regulatory requirements.
• Maintain accurate knowledge of all menu items, including ingredients and allergens toensure guest safety.
• Participate in training and certification programs, particularly those related to hygiene and food safety standards

III. JOB SPECIFICATIONS:

Educational Requirement:

• College level education in any field or equivalent professional training (Certificate or above qualification is an advantage)
• Graduates with a degree in Tourism or Hospitality Management are preferred.

Experience Requirement:

• 1–2 years of work experience in Front Office and/or Food & Beverage, preferably in a 5-star or integrated resort setting.
• At least 1 year of experience working on the Executive/Club Floor is an advantage.

Technical Skills:

• Proficient in MS Office (Word, Excel, PowerPoint, Outlook).
• Basic knowledge of Front Office operational systems such as OPERA Property Management System, Guest Experience Software System (GESS), Salto, Agilysys
• Desktop, DigiValet Dashboard, EDC machines, Optii, and Baggage Handling System (BHS).
• Basic knowledge of cuisine, beverages and wine.Able to efficiently understand, navigate and use Point of Sale (POS) systems.
• Capable of managing multiple tasks simultaneously, such as cashiering, taking orders, and attending to various tables efficiently.
• Conversant with bartending techniques and operations.