Kuala Lumpur Pavilion Hiring! Full Time MANAGER, JEWEL LOUNGE in Federal Territory - Ricebowl

ROLE PURPOSE

Lead the Pavilion Jewel Lounge team in delivering discreet, personalised luxury hospitality and exclusive experiences to Pavilion Luxe Members, while ensuring operational excellence, deepening member engagement and supporting membership growth.

KEY RESPONSIBILITIES

1. Lounge Operations and Luxury Service Standards

• Oversee daily operations, staffing coverage, opening, closing and handover procedures.
• Maintain premium service, discreet membership verification and a seamless experience from arrival to departure.
• Manage peak-period seating and ensure lounge cleanliness, ambience and equipment readiness.
• Coordinate with Duty Management, Housekeeping, Security and Maintenance to resolve issues promptly.

2. Luxe Member Experience and Relationships

• Maintain a visible presence and guide the team in anticipating and meeting members’ needs with attentive, discreet service.
• Ensure requests are followed through before, during and after visits, with accurate preferences and service records maintained in approved systems.
• Review feedback, recommend service improvements and support the enhancement of the CRM database.

3. Luxe Services and Retailer Coordination

• Oversee approved concierge services, including shopping recommendations, reservations, retailer appointments, gift wrapping and parking validation.
• Build strong relationships with luxury retailers, restaurants and internal teams to coordinate private shopping and special arrangements.
• Keep the team informed of mall offerings, promotions and privileges, and follow through on complex requests.

4. CRM and Redemption Management

• Oversee CRM and redemption services, coordinating campaign requirements, eligibility, procedures, system access and staff briefing with the CRM team.
• Ensure accurate receipt verification, transaction processing, documentation and confidential handling of member information.
• Manage gift receipt, storage, issuance, stock checks, reconciliation and replenishment.
• Resolve escalated enquiries within authority and promptly report misuse, duplicate claims, system errors or discrepancies.

5. Refreshment Service and Stock Management

• Oversee refreshment quality, presentation and service in accordance with approved food-handling and hygiene procedures.
• Control stock, storage, expiry dates, replenishment, consumption and wastage.
• Ensure equipment is cleaned, serviced and maintained as scheduled.

6. Budget and Supplier Coordination

• Prepare and monitor the operating budget, expenses and material variances.
• Coordinate quotations, purchasing and supplier follow-up in accordance with company procedures.
• Monitor supplier performance and maintain accurate stock, equipment and expenditure records.

7. Events and Member Engagement

• Partner with Marketing, CRM and retailers on approved member events, previews and lounge activities without disrupting regular service.
• Share member insights, review event outcomes and recommend improvements.

8. Reporting, Safety and Continuous Improvement

• Prepare weekly reports on lounge visits, feedback, requests, complaints, redemptions and expenditure.
• Review redemption and inventory reconciliation with CRM, monitor service trends and recommend improvements against luxury-service benchmarks.

9. First Aid Training and Emergency Readiness

• Maintain valid first aid, CPR and AED certification, coordinate team training and retain records.
• Ensure first aid supplies and emergency equipment are available, checked and known to staff.
• Provide assistance within training, follow mall emergency procedures, and promptly report and document incidents.

QUALIFICATIONS AND EXPERIENCE

• Minimum two years’ barista or beverage-service experience in a café, hotel or lounge; luxury hotel, premium café or VIP lounge experience is preferred.
• Practical knowledge of coffee preparation, milk steaming, beverage presentation, and the operation and cleaning of coffee machines and related equipment.
• Good spoken English and Bahasa Malaysia; Mandarin or other languages are an advantage.
• Strong attention to detail, teamwork and organisational skills, with the ability to manage multiple orders while maintaining quality and hygiene.
• Willingness to work shifts, weekends and public holidays.