Pool Leader

Pool Leader

**What will I be doing?**

A Pool Supervisor is responsible for the pool operations in Terrazza 241. They are responsible for the whole experience by the pool: from the welcoming until the F&D service, trough operating standards, menus, inventory, and safety & hygiene procedures.
- Creating exceptional guests experiences.
- Accountable for the Commercial performance
- Management and reputation of the experience at our rooftop infinity pool and jacuzzi
- Maintaining high standards in terms of quality of service, speed of service and sequence of service
- Training of team members, quality control and skill development

**Key responsibilities**

As Pool Supervisor, you will:
**1. Commercial Performance**
- Achieve the guest experience
- Manage the pool's budget and forecast effectively. Review business results - including sales, costs, profit margins, covers, guest satisfaction - and take action to improve performance
- Optimize revenue by increasing occupancy and average check
- Achieve pool's business plan, considering financials and market strategy

**2. Excellent Food & Drink**
- Create, develop and maintain consistency in SOPs, procedures and standards compliance
- Contribute on creation and update of the menu, according to guests' needs
- Partner with the Culinary team to create attractive food concepts, menus, products and promotions that drive revenue and profit

**3. Exceptional Customer Experiences**
- Lead your team to deliver exceptional customer experiences, providing authentic personalized service and in-depth product knowledge
- Know your menus and recipes in detail, so you can advise customers on ingredients and make personalized beverage recommendations when you take their orders.
- Run the operations efficiently, making sure customers receive a friendly welcome on arrival, seats or sunbeds are available at the arrival, and ensuring high-quality, well-presented food and drinks are delivered promptly and accurately
- Develop great customer relationships, recognizing repeat customers and their preferences to improve loyalty
- Contribute to achieving pool revenue targets by training the team on effective upselling and personalized customer recommendations
- Prepare and serve a range of food and beverages, including cocktails, mocktails, spirits, wines, beers, soft drinks and garnishes, following the bar's standard recipes, according to the Hotel guidelines.
- Make sure that food allergies, dietary requirements and customer modifications are treated with absolute seriousness
- Carry out customer satisfaction checks, taking quick action to improve service and resolve complaints, supporting your team where needed
- Enhance the pool's image through online reputation, driving positive reviews on key platforms (e.g. TripAdvisor, Google Reviews)
- Work closely with the service team so that all orders are correct and delivered on time.
- Check that customers' experiences meet their expectations, and take action to improve service and resolve complaints quickly, with support of the Management team when needed
- Monitor music, cleanliness and entertainment to create an attractive atmosphere that supports the pool's concept

**4. Great Working Environment**
- Create an inclusive environment where all Team Members can thrive and achieve their professional goals
- Manage, develop and motivate the pool service team, work with the rest of the team to make sure operations run smoothly, contributing to a supportive, inclusive and motivational working environment for all Team Members.
- Practice great people management, from recruitment to training to succession planning and recognition
- Schedule Team Members' working time efficiently based on forecast business volumes, offering flexibility where possible and minimizing overtime costs
- Communicate well and often, building good working relationships with the culinary and stewarding teams

**5. Day-To-Day Essentials**
- Make sure pool operations strictly comply with all regulations (including health, safety and hygiene, beverage safety certification, licensing) and that potentially hazardous situations are identified, reported and corrected.
- Ensure the pool and the bar are set up for service, and assist the Rooftop Managers in making sure all opening and closing procedures are carried out correctly, and make sure that equipment, guest areas and work areas are clean and tidy throughout the day.
- Maintain operational effectiveness, using efficient steps of service and layout to reduce cycle times
- Manage inventory and beverage stock, controlling restock and replenish following hotel guidelines
- Set-up of the Venues in accordance with the pre-determined standards of the operation
- Comply with licensing regulations and hotel procedures relating to the bar and service of alcoholic beverages and conduct staff training sessions accordingly
- Make sure that you record all transactions in the POS system accurately at the time of order, that billing is ac