Regent Club Manager

WHAT’S THE JOB?

At Regent Kuala Lumpur, we want to elevate our guests above the noise, this can only be achieved if we thoughtfully manage and connect the service processes. Every role here plays a part in that promise, bringing care and poise to the guest journey, whether guests see it directly or feel it in the quality of their stay.

The Regent Club Manager leads the daily operations of Regent Club, Regent Kuala Lumpur's exclusive guest lounge, ensuring every stay within it feels unmistakably personal. This role blends warm, hands-on hospitality with sharp operational leadership, upholding the elevated standards that set Regent Club apart as a destination within the hotel.

YOUR DAY TO DAY 

People

• Provide leadership and support to the Regent Club team, fostering a positive, collaborative environment

• Conduct regular training sessions to ensure team members are knowledgeable about service standards, product offerings, and guest engagement techniques

• Delegate tasks effectively, monitor team performance, and provide constructive feedback

• Lead by example, demonstrating a commitment to excellence in guest service and operational efficiency

• Coordinate with other departments, including food and beverage, housekeeping, and front office, to ensure seamless integration of Regent Club services with overall hotel operations

Financial

• Actively promote Regent Club services and amenities to hotel guests, upselling where appropriate to maximise revenue opportunities

• Monitor Regent Club usage and guest feedback to identify areas for improvement and develop offerings that enhance the value proposition

• Manage inventory and supplies, ensuring adequate stock levels and adherence to budgetary guidelines

• Prepare and maintain accurate records of Regent Club operations, including guest preferences, inventory levels, and financial transactions

• Generate reports on key performance indicators, such as occupancy, revenue, and guest satisfaction scores, providing insights to inform strategic decision-making

• Accurately manage cash and credit card transactions

Guest Experience

• Supervise the daily operations of the Regent Club to guarantee seamless service and personalised guest experiences

• Welcome guests upon arrival, address their needs promptly, and ensure their preferences are met

• Maintain a warm, inviting atmosphere, proactively addressing guest needs with professionalism

• Handle guest enquiries, requests, and complaints efficiently, aiming to exceed expectations

• Monitor guest satisfaction levels and implement strategies to continuously enhance the experience

• Build rapport with guests, act as a brand ambassador, and promote hotel amenities, services, and loyalty programmes

• Oversee the setup and presentation of food and beverage offerings, maintaining high standards of quality, hygiene, and presentation

Responsible Business

• Conduct regular inspections of the Regent Club to ensure cleanliness, safety, and compliance with brand standards and regulations

• Follow property-specific procedures for handling emergencies, including evacuations, medical emergencies, and natural disasters

• Report work-related incidents or injuries immediately to the Front Office Manager or Director of Rooms

• Follow company safety and security measures, monitoring daily operations to ensure adherence

• Maintain and order supplies and equipment in a timely, efficient manner, minimising waste and supporting the hotel's sustainability initiatives

• Maintain procedures for the security of lost and found items in Regent Club areas

Accountabilities

• Full leadership of the Regent Club's daily operations and team

• Consistent delivery of a personalised, high-touch guest experience that reflects Regent's luxury standards

• Achievement of Regent Club revenue and upselling targets

• Accurate financial record-keeping and reporting across Regent Club operations

WHAT WE NEED FROM YOU 

To thrive in this role and bring poise and precision to the guest journey, you'll need:

• Proven managerial experience within a luxury hotel or resort, with a strong background in guest service and team leadership

• Exceptional interpersonal and communication skills, with a demonstrated ability to lead and motivate a team

• Strong problem-solving skills, with the ability to handle high-pressure situations effectively

• High level of organisational skills and attention to detail

• Proficiency in handling financial transactions and reporting

• Fluent English required; other languages an advantage

HOW DO I DELIVER THIS?

At Regent Kuala Lumpur, we want you to be your best every day. You can show this by delivering our Regent Service Style and living our Regent People Attributes, bringing calm, care and poise to every guest journey.

REGENT BRAND SERVICE STYLE

• Delivering a harmonious flow – At Regent, we deliver an uninterrupted flow of tranquillity to our guests throughout their journey. We do this by removing tension and friction, creating a sense of total serenity.

• Acting with thoughtful kindness - At Regent, we're gracious hosts — considerate, generous, kind and above all thoughtful. We do things without being asked. Our service comes from the heart, and our instinctive warmth always shines through.

• Curating decadent moments - At Regent, we create moments of awe — whether large or small, these touches of discreet opulence inspire and delight. We do this through our knowhow, as real connoisseurs, and through our knowledge of guests, as real people.

REGENT PEOPLE ATTRIBUTES

• Anticipative - Think on your feet. Use initiative & intuition. Work in a harmonious flow.

• Discreet and Detailed - Strong attention to detail. Act on knowledge to provide personalised and meaningful moments. Respectful of privacy and boundaries.

• Thoughtful and Kind - Genuine and warm. Service from the heart.

• Quietly Proud - Humble service. Proud of Regent’s heritage. Self-assured but never arrogant. Committed & dedicated.

• Elegant and Engaging - Well mannered. Sense of charm and style. Understanding & sensitive.