Deputy Manager Job in Berlin, Berlin Germany
Join our dynamic and growing team. Become part of a leading, international organisation that pioneers world-class concepts in guest service. Work in a motivating environment and play your role in creating stunning memorable experiences for premium travellers.
We are looking for highly motivated and service oriented staff for our guest service team in a newly planned Air Berlin’s business lounge at the Berlin Brandenburg Airport.
Performa, the international quality lounge service provider, will be responsible for operating the lounge. Performa is a member of gategroup, the leading global provider of onboard products and services. For more than two decades, Performa has been working with airlines, airports and hotels to design and improve customer environments and experiences
Principle Accountabilities:
· Deputise Lounge Manager when required
· Responsible for stock inventory and maintaining daily stock of food and beverage
· Checks of deliveries and prepare food for start of lounge operations
· Ensure proper and sufficient ordering of food and beverage for the lounge, in consultation with the Lounge Manager
· Supervise kitchen staff (i.e. kitchen porters) and lead lounge staff when on shift
· Liaise and communicate with suppliers
· Welcome guests to the lounge in a warm, courteous and professional manner
· Ensure that customers are afforded the highest quality of service through efficient management of staff and continuous improvement to product and services
· Constantly seek customer feedback in order to provide opportunities to develop the lounge product and communicate such feedback in concise manner to lounge personnel
· Handle VIP clients, deal with customer complaints and initiate service recovery
· Liaise with Lounge Manager to address any suggestions on service improvements or complaints
· Have a firm grasp of the designated airline’s product knowledge
· Cover roster shifts in the lounge, as and when required
· Conduct briefing for each shift if required
· Ensure training of kitchen staff according to SOPs
· Coach attachés in the lounge and provide them with feedback on their performance
· Assist Lounge Manager to plan monthly rosters for the lounge staff and document their weekly working hours
· Interact with lounge customers to gain feedback on service and product. Communicate these findings to the lounge team in a timely manner. Liaise with the lounge team regarding any problems that impact on lounge operations. Communicate product, service and guest issues to the lounge staff, so that remedial action can be carried out in a timely manner
· Ensure a high standard of professionalism and maintain a good working relationship with clients
· Compile daily and weekly operations report for the lounge
· Assist in monitoring and maintaining performance, product and service quality of the Lounge
· Promote a safe and secure environment for employees and customers
· Ensue sufficient staffing in the lounge to provide the highest level of service to guests
· Check and confirm time sheets for all lounge staff
· Assist with admin work
· Liaise and report directly to Lounge Manager
Competencies required:
· Previous experience in hospitality and/or customer-service role preferred
· Knowledge in FB and logistics
· Previous experience in supervisory skills
· Excellent interpersonal and communication skills
· Imitative and ability to work independently
· Enthusiasm and service orientation
· Outgoing personality
· Positive can – do attitude
· Team player
· Excellent organisation skills
· Excellent grooming standards
Please quote the job reference number SSCHR/3260-03-2012 in your subject and send your application in English, as well as your next possible starting date and your salary requirement to:
Gate Gourmet GmbH Holding Deutschland
SSC/HR, Admiral-Rosendahl-Str. 2-8, 63263 Neu-Isenburg
Email-Adresse: HRCenterHolding@gategourmet.com / http://www.gategourmet.com /