The Lounge Manager is responsible for overseeing the daily operations of the lounge, ensuring exceptional customer service, operational excellence, and VIP clients experience. The role leads the lounge team, manages service standards, and drives customer engagement.
MAIN RESPONSIBILITIES
- Manage end-to-end operations of the VIP Lounge, ensuring consistent high standards of cleanliness, ambiance, comfort, and service delivery;
- Supervise, coach, and develop the Concierge and lounge staff; set performance expectations and conduct regular performance reviews;
- Manage lounge inventory, amenities, suppliers, and cost control to maintain service quality and operational efficiency;
- Monitor guest flow, capacity, and peak periods; implement efficient processes to minimize waiting times and maximize client comfort;
- Uphold and continuously improve VIP service standards;
- Handle complex client requests, complaints, and special situations with professionalism and discretion;
- Collaborate with Relationship Managers and support VIP clients;
- Perform other duties assigned by the line manager.
QUALIFICATION AND EXPERIENCE
- Bachelor’s degree in Hospitality Management, Business Administration, Tourism, Banking, or related field.
- At least 4–6 years’ experience in luxury hospitality, VIP lounge management, or premium client service, with at least 2 years in a supervisory role. Banking or financial services experience is highly desirable.
1. Hard Skill (Technical)
- Knowledge of luxury service standards and VIP client handling;
- Strong operational and inventory management skills;
- People management and performance coaching skills;
- Good communication skills in spoken and written English and Khmer;
2. Soft Skill (Core-Competency)
- Focus on the customer;
- Build strong relationships;
- Deliver results; team development.
3. Personal Attitude
- Professional appearance and conduct
- High integrity and confidentiality
- Calm, professional, and customer-focused
4. Other Requirements
- Strong desire to work in a team and deal with challenges;
- Ability to build rapport and deliver excellence service to VIP and high-net-worth clients.