Lobby Lounge Manager

Role Overview

Lobby Lounge Manager at The Red Palace, a boutique luxury hotel located in Riyadh, Saudi Arabia. This position reports to the Director of Food & Beverage.

Company Overview

The Red Palace is an ultra-luxury boutique hotel in Riyadh, originally built in 1943. The historic palace has been transformed into a masterpiece of refined hospitality, blending timeless elegance with contemporary sophistication. The hotel offers meticulously restored architecture, curated cultural experiences, and unparalleled service, honoring its legacy while delivering a modern interpretation of luxury.

Role Purpose

The Lobby Lounge Manager is responsible for overseeing daily operations of the Lobby Lounge, ensuring exceptional guest experience, maintaining high standards of service, and driving revenue performance. This role combines leadership, operational management, and guest engagement, while actively promoting and embodying the Company's legacy competencies and values.

Key Responsibilities

Leadership & Team Management

• Recruit, train, supervise, and mentor all Lobby Lounge team members.
• Set performance standards and conduct regular performance reviews.
• Implement improvement plans for team members.
• Foster a positive, collaborative, and guest-focused culture.

Guest Experience Management

• Ensure consistently high levels of guest satisfaction through personalized service and attention to detail.
• Handle guest feedback, complaints, and requests promptly and professionally.
• Develop initiatives to enhance the overall guest experience and encourage repeat visits.
• Anticipate guest needs through warm, genuine, and intuitive service.
• Provide emotional luxury and elegant, discreet service.

Operational Excellence

• Oversee daily operations including staff scheduling, inventory management, procurement, and cost control.
• Ensure proper setup, presentation, and maintenance of the Lounge.
• Maintain adherence to hygiene, safety, and operational standards at all times.
• Regularly inspect lounge areas, equipment, and inventory for quality and safety.
• Ensure quality is never compromised.

Financial & Performance Management

• Monitor revenue, labor costs, and expenses to ensure profitability.
• Implement strategies to increase sales, including upselling, promotions, and loyalty programs.
• Prepare regular operational and financial reports for management review.

Event & Service Coordination

• Plan and execute special events, VIP services, and seasonal promotions.
• Collaborate with other hotel departments to ensure seamless execution of events and guest services.
• Host local events to establish the reputation of the hotel in the local community for quality service.

Training & Development

• Identify skill gaps and organize ongoing training programs.
• Coach staff to achieve excellence in service standards and operational efficiency.

Quality & Standards Compliance

• Ensure compliance with company policies, F&B standards, and local regulations.

Brand Representation

• Maintain impeccable grooming and demonstrate charm, grace, thoughtfulness, and warmth.
• Create the guest experience through their senses through all public touch points.
• Demonstrate professionalism, integrity, and a guest-focused approach.
• Promote and practice the Company's legacy competencies and values in all interactions.
• Be generous in spirit with guests and colleagues alike.

Strategic Contributions

• Provide recommendations to management for improving guest experience and operational performance.
• Analyze trends, customer feedback, and competitor offerings to identify opportunities for growth.

Qualifications & Experience

• Degree in Hospitality, Hotel Management, or a related field.
• Minimum of 5 years' experience in F&B management.
• Minimum of 2 years in a supervisory or managerial role.
• Strong knowledge of food and beverage operations, standards, and service excellence.
• Proven ability to manage teams, budgets, and operational processes effectively.

Skills & Competencies

• Leadership and team motivation.
• Guest service excellence and relationship management.
• Operational management and financial acumen.
• Integrity, professionalism, and ethical conduct.
• Strategic thinking, problem-solving, and decision-making.
• Excellent interpersonal and communication skills.
• High attention to detail and guest-centric mindset.
• Commitment to continuous improvement and innovation.
• Embracing and practicing Company's legacy competencies and values.