Assistant Club Lounge Manager

Promote enrollment and administer loyalty programmes for hotel guests, including IHG One Rewards, InterContinental Ambassador, Kimpton Inner Circle.
- Monitor and control the departmental expenses on an ongoing basis to ensure performance against budget.
- Analyse departmental expenses and identify areas of improvement to drive departmental and hotel profitability.
- Maximise room occupancy at best rates and upsell the hotel’s facilities to drive hotel revenue and profitability.
- Trains, manages and motivates the Club Lounge team in order to provide high standard of service for customers and meet departmental and hotel targets.
- Provide direction and support to the team on a daily basis.
- Supervise and manage the performance of the Club Lounge department. Assist the Club Lounge Manager and Front Office Manager to facilitate the performance management cycle throughout the year.
- Assist in managing the day-to-day activities of the Club Lounge staff. Schedule employees to ensure proper coverage.
- Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
- Promote teamwork and quality service through daily communication and coordination with other departments, including Finance, Revenue, Sales and Marketing, Food and Beverage, Housekeeping, and Maintenance.
- Interact with outside contacts:

- Guests - to ensure their total satisfaction
- Regulatory agencies - regarding safety and emergency matters
- Other contacts as needed (professional organizations, community groups, local media)
- Together with the Club Lounge Manager and Front Office Manager, manage the Club Lounge operations to ensure a pleasant and exclusive guest experience for all guests.
- Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
- Receive guest arrival reports, special requests from guests, and respond appropriately or forward requests to appropriate team members for decisions and actions.
- Review VIP reservations and ensure proper handling of VIPs and groups, administer amenity orders, and resumes for incoming guests. Update system by inputting inventory and non-inventory groups.
- Handle guest complaints and daily incidents. Conduct research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems.
- Engage in the welcome and recognition of VIP guests. Proactively interact and manage the relationship with VIP guests to ensure their satisfaction and continued patronage for the hotel and IHG. Proactively logs guest special requests or preferences to guest profiles.
- Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Assist in creating and implementing action plans to correct deficiencies.
- Ensure the cleanliness and tidy of the working station and ensure all equipment is in good working order.
- Serve as part of the Company Emergency Response Team and serves as Site Incident Commander in emergency situations.
- Respond to emergency situations in accordance with the hotel Emergency Response Plan.
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
- Log security incidents and accidents in accordance with hotel requirements.
- May serve as “manager on duty” as required.
- Perform other duties as assigned including assisting staff with their job functions during peak periods.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

voco brand comes to life in hotels that you can count on but that are different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Hotels that are built on sustainability where we look after the planet with the same care as we look after our guests and colleagues.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.