The Executive Lounge Agent is responsible for delivering refined, personalized, and intuitive
service experience to Executive Floor and VIP guests. The role supports the smooth daily operation
of the Executive Club Lounge by combining Front Office, Food & Beverage, and guest relations
functions, in line with Accor values, as well as ALL Accor loyalty recognition
Key Responsibilities
Guest Service Excellence
- Welcome and assist Executive Lounge guests in a professional and friendly manner.
- Perform guest check-in and check-out procedures efficiently and accurately.
- Provide personalized service and anticipate guest needs throughout their stay.
- Handle guest requests, inquiries, and complaints promptly and professionally.
- Build strong relationships with VIP guests and frequent travelers.
Executive Lounge Operations
- Ensure the Executive Lounge is maintained to the highest standards of cleanliness, presentation, and comfort.
- Monitor food and beverage displays during breakfast, afternoon tea, and evening cocktail service.
- Replenish lounge amenities and coordinate with relevant departments to maintain service standards.
- Conduct regular inspections of the lounge facilities and report maintenance issues.
Guest Relations
- Recognize and acknowledge VIP guests, Accor Live Limitless (ALL) members, and repeat guests.
- Promote hotel facilities, services, dining outlets, and special promotions.
- Maintain detailed guest preferences and profiles to enhance future guest experiences.
- Assist guests with transportation arrangements, restaurant reservations, and local recommendations.
Administrative Responsibilities
- Maintain accurate guest records and documentation.
- Prepare daily reports and communicate guest feedback to management.
- Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure smooth guest experiences.
- Follow hotel policies, procedures, and brand standards.
Health, Safety & Compliance
- Adhere to hotel security, safety, and emergency procedures.
- Ensure compliance with hygiene, sanitation, and service standards.
- Maintain confidentiality of guest information at all times.
