As a Club Lounge Manager, you’ll oversee and direct all aspects of the Club Lounge function to deliver a memorable service to guests not limited only to club lounge and exceeds their expectations. You’ll also assist to create a warm atmosphere that makes our guests feel at home in any location and achieve the highest possible guest satisfaction to current and future VIPs.
A little taste of your day-to-day
Every day is different, but you’ll mostly be:
- Go through guest arrival report from Merlin and liaise with GRM on amenities, room blocking as per preferences, past stay history, survey feedbacks on issues to ensure the guest has a comfortable stay
- Handle guest complaints with follow up and ensure that all services at the Club Lounge has the aim for maximum guest satisfaction, drive empowerment guidelines in your section
- Develop and implement guest telephone contact systems
- Leverage on moment of truth for guest stay and to drive positive online feedbacks not limited only to medallia but all online channels like tripadvisor etc
- Supervises the Club Lounge operation and workflow to maximize guests satisfaction
- Coordinate with all necessary departments to provide excellent service delivery
- Supervises and guides all staff to ensure that hotel policies and procedures are adhered
- Ensure all procedures are conducted safely and according to policies, procedures and guidelines from HACCP
- Conducts daily and monthly meetings to highlight areas of improvement in the service aspects and obtain feedback
- Organize and conduct regular meetings for all guest contact staff to facilitate communications and smooth operations
- Monitor efficiency levels in Club Lounge, Works with Superior and Human Resources on manpower planning and management needs
- Ensures staffing deployment appropriate for business volume
What we need from you
- A minimum qualification in Diploma
- At least 3 years of experience in the a supervisory level, including management experience
What you can expect from us
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you’ll become part of our ever-growing global family.
