Executive Lounge Attendant NUSTAR

Department

Executive Lounge

Employee Type

Probationary

Job Responsibilities

Remain vigilant of unusual guest behavior and report concerns Ensure the lounge is clean, organized, and set up according to brand standards.

Monitor buffet replenishment, table setup, and overall ambiance throughout the service period.

Actively promote ECL access, room upgrades, late check-out, extra person/bed, and other eligible upsell items.

Clearly explain the benefits and value to guests to enhance their overall experience.

Properly verify guest eligibility for ECL access (room number, name, keycard, and system verification).

Ensure compliance with lounge access policies and immediately escalate discrepancies to the ECL Manager.

Guest Engagement & Service Excellence

Proactively engage guests, anticipate needs, and provide personalized service.

Handle guest inquiries, requests, and minor concerns professionally and efficiently.

Monitoring & Security Awareness

promptly to the ECL Manager and Security when necessary.

Maintain a safe and comfortable lounge environment at all times.

Coordinate closely with Front Office, Security, Housekeeping, and Food & Beverage for seamless guest service.

Communicate updates, incidents, and operational concerns during shift handovers.

Accurately record upsell transactions, guest access, and special incidents in the required logs or systems.

Assist in preparing daily reports and monitoring sheets as required.

Adhere strictly to hotel policies, SOPs, and brand standards.

Support audits, inspections, and management directives as required.

Support to Management

Assist the ECL Manager in daily operations, training of new staff, and implementation of new procedures.

Act as the point-of-contact in the absence of the ECL Manager when assigned.

Qualifications

Strong interpersonal and communication skills with the ability to engage guests professionally and warmly.

Ability to anticipate guest needs and deliver personalized service.

Confident in offering upgrades and upsell options with a guest-centric approach.

Basic understanding of revenue impact and sales techniques.

Attention to Detail.

Strong observational skills to ensure guest eligibility, lounge standards, and service accuracy. & Sales Skills.

Ability to notice and report irregularities or service gaps promptly.

Problem-Solving & Decision-Making.

Capable of handling guest concerns calmly and resolving minor issues independently.

Knows when and how to escalate concerns to management.

Communication & Coordination to other section and department especially to Hygiene, Culinary and Steward

Clear verbal and written communication skills for internal reporting and guest interaction.

Ability to coordinate effectively with Front Office, Housekeeping, Security, and F&B teams.

Comfortable assisting VIPs and guests from diverse cultural backgrounds.

Awareness of appropriate etiquette and discretion in a premium lounge environment.

System & Technical Skills

Working knowledge of hotel systems (e.g., OPERA, POS, SALTO) is an advantage.

Basic reporting and monitoring skills.

Security Awareness

Alert and proactive in identifying unusual guest behavior and potential security concerns.

Familiarity with basic safety and emergency procedures.

Time Management & Multitasking

Ability to manage multiple guest requests during peak hours without compromising service quality.

Maintains efficiency under pressure.

Professionalism & Discretion

Maintains confidentiality and professionalism at all times.

Demonstrates sound judgment in sensitive situations.

Experience Range Range (Years)

1 - 2 years

Job posted on

2026-01-06