Club Intercontinental Manager

Your Day To Day

Assist, directs and maintains all aspects of the operations team/tasks across Club InterContinental by ensuring product quality and that optimum service is provided to all its guests in accordance with Brand standards, policies and guidelines established by IHG Hotels & Resorts.

Financial Returns

• Assist the Rooms Division Manager in preparing and maintaining all expenses for the department in line with the budget. At the same time, review monthly financial results and develop action plans to minimize wastage.

• Actively support the up selling initiatives of the Front Desk with relevant feedback.

Guest Experience

• Build and maintain positive relationships with all customers and guests in order to exceed their needs.

• Take action to address these needs in order to exceed their expectations.

• Create a positive hotel image in every interaction with internal and external customers.

• Champion hotel brand standards.

• Ensure your direct reports have current guest focused standards and procedures which are used effectively for training purposes.

• Ensure Club InterContinental staff provides guests with prompt service, professional attention and personal recognition.

• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.

• Conduct routine inspections of the Club InterContinental and public areas and take immediate actions to correct any deficiencies.

• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.

• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.

• Utilize guest profiles and preferences to tailor services, creating memorable experiences that exceed expectations.

• Personally manage the experiences of high-profile guests, ensuring their needs are anticipated and met seamlessly.

• Act as the final point of escalation for guest complaints, ensuring swift and satisfactory resolutions.

• Coordinate and oversee bespoke events or experiences for Club guests, such as private dining or curated excursions.

People

• Actively participate in the selection of suitable new staff, their on-boarding, and continuous training to upkeep high levels of service presentation by them at all times.

• Prepare efficient work schedules for all staff assigned to the Club in order to optimize their productivity without negatively impacting guest service standards.

• Maintain professional standards of conduct, hygiene, uniforms and grooming of all employees assigned to the Club.

• Effectively manage operational routine by conducting daily shift briefings with assigned staff, highlighting all VIP arrivals, meetings, guest critique and relevant issues impacting guest service.

• Regularly assess staff performance, provide constructive feedback, and address areas for improvement through coaching or training sessions.

• Identify high-potential team members and support their development to ensure a strong talent pipeline for future leadership roles.

• Address interpersonal or work-related conflicts within the team promptly and professionally, maintaining a harmonious working environment.

• Ensure all staff are informed of and adhere to updated operational policies, brand standards, and safety protocols.

Responsible Business

• Supervise the entire operations of Club InterContinental; this includes its rooms, facilities and food & beverage operations.

• Ensure maximum guest satisfaction through high levels of personal recognition and prompt cordial attention to all guests from arrival through departure.

• Ensure an excellent quality of the product, food & beverage offerings and the facility are presented at all times by liaising with other departments/Heads such as Executive Chef, Food & Beverage Director and Executive Housekeeper.

• Ensure timely and high standards of display and presentation at the Club’s lounge for breakfast, afternoon tea and evening cocktails.

• Ensure that bookings for the Club’s meeting room are optimally managed and it is well maintained to meet guest requests.

• Maintain Back of House decorum in the Club lounge areas, in respect of its guests’ privacy and relaxation.

• Monitors the personnel of these operations to ensure guests receive prompt, cordial attention and personal recognition.

• Ensures staff, particularly guest contact personnel, are familiar with IHG Rewards Club members, known repeat guests and other VIPs and provide special attention and recognition.

• Conduct regular department communication meeting and resolve any conflicts, problems existing in the department or with other departments.

• Actively seek employee feedback and give recognition to staff who excel, maintaining stability in the team and consistency in service provided by them.

• Develop and maintain courteous professional relationships with guests through personal introduction and attention.

• Track key performance indicators (KPIs) related to guest satisfaction, revenue, and operational efficiency, and develop strategies for improvement.

• Provide detailed daily, weekly, and monthly reports to senior management, highlighting trends, successes, and areas for improvement.

• Develop and manage the Club InterContinental budget, ensuring financial targets are met while maintaining service excellence.

Accountability

• This Job requires for the communications and interactions with the Special VIP guest arriving and staying in an IHG brand of hotel all around the world. This includes all forms of service, from the escorting of the guest to the rooms, to the service at the Club InterContinental; this is all the job is being requested to achieve. As the assistant manager of the Club InterContinental, it is their duty to supervise and solve all forms or trouble. This includes all the Club InterContinental Employees, from Assistant Managers, Executive to Operational Staff.

What We Need From You

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration.

• 4 years of Front Office/Guest Service experience including management experience. 

• Friendly and great knowledge about IHG brand and F&B outlet/ foods.

• Having self-transportation is an advantage.

• Communication skills are utilized a significant amount of time when interacting with clients and the guests.

• Basic calculation skills are used frequently.