Club Lounge (VIP) Manager Full-time Job

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

About IHG®IHG Hotels & Resorts [LON:IHG, NYSE:IHG (ADRs)] is a global hospitality company, with a purpose to provide True Hospitality for Good.With a family of 18 hotel brands and IHG One Rewards, one of the world's largest hotel loyalty programmes, IHG has over 6,000 open hotels in over 100 countries, and more than 1,900 in the development pipeline.Luxury & Lifestyle: Six Senses Hotels Resorts Spas, Regent Hotels & Resorts, InterContinental Hotels & Resorts, Vignette Collection, Kimpton Hotels & Restaurants, Hotel IndigoPremium: voco hotels, HUALUXE Hotels & Resorts, Crowne Plaza Hotels & Resorts, EVEN HotelsEssentials: Holiday Inn Hotels & Resorts, Holiday Inn Express, avid hotelsSuites: Atwell Suites, Staybridge Suites, Holiday Inn Club Vacations, Candlewood SuitesExclusive Partners: Iberostar Beachfront ResortsInterContinental Hotels Group PLC is the Group's holding company and is incorporated and registered in England and Wales. Approximately 345,000 people work across IHG's hotels and corporate offices globally.Visit us online for more about our hotels and reservations and IHG One Rewards. To download the new IHG One Rewards app, visit the Apple App or Google Play stores.