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Job Descrption

Our guests’ memorable experiences have to start somewhere. So why not with you? We’re looking for a new Club Lounge Manager to take ownership of delivering exceptional first impressions – managing everything.
  A little taste of your day-to-day:
  Every day is different, but you’ll mostly be:

•  Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements.
•  Seeking verbal feedback from VIP guests on a regular basis and responding to all guest queries in a timely and efficient manner 
•  Keeping close contact with VIP guests for feedback, complaints, and compliments – and following it up
•  Managing, recording, and resolving guest or customer complaints promptly
•  Keeping other operating departments in the loop with important VIP/Club Lounge matters – from Food and Beverage and Maintenance to Housekeeping and Front Office
• Keep the Club Lounge colleagues informed on the daily operational activities and challenges and provide all information relevant to their job duties through meetings, handover, and logbook.
• Coordinate the scheduling and work of all subordinates to ensure guest satisfaction and compliance with the standards.
• Ensure the Club Lounge team are up to date with core and essential trainings; and a continuous succession planning program is in place.
• Manage performance of team through IHG tools ensuring all colleagues receive regular performance feedback, quarterly check in conversations, annual performance review and that team member development plans are in place. 
• Overseeing all disciplinary procedures in line with Resort guidelines.
• Lead the team by example by promoting and maintaining a safe and positive workplace.
• Communicating both internally within the front office and externally, with the wider hotel team and immediate locale, to ensure the guest experience is personalised and always exceeds expectation.
• Ensuring all colleagues have completed relevant training and are confident with all aspects of their role. 
• Managing the shift, you are working, dealing with complex guest requests or complaints, and making sure all tasks within the Team have been completed. 

  What We need from you:
  ● Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration ● Minimum one year experience as Club Lounge or Guest Experience Manager in a 5 Star Luxury Hotel ● Experience in a resort is an added advantage ● Excellent interpersonal and guest relations skills ● Ability to lead a diverse team ● Excellent English communication skills, written and verbal ● Other languages preferred
  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, sex, 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.

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