Job Description
Job overview
We are looking for an Assistant Manager to overlook our exclusive lounge which offers exceptional comfort and a range of premier services for the most discerning leisure and business customers.
In this role, you will assist in overseeing and managing all functions that fall under the Club Lounge. You will directly liaise with guests and internal departments and will categorically align with the strategy set for Club Lounge.
Responsibilities
- Train colleagues in compliance with local laws, safety regulations and InterContinental brand and quality standards.
- Ensure Club Lounge team members provide 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 to drive continuous improvement in guest satisfaction.
- Ensures that the Club Lounge product and service standards are met at all times and coordinates with the Food and Beverage Manager to ensure that food and beverage service and production are consistent with the expected high level of service.
- Develops plans to increase revenue through up-selling.
- Ensures that guests’ transactions are in line with the hotel’s credit policy.
- Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
- Leads by example and champions hotel metrics and objectives.
- Works closely with the CL Manager to ensure all achieve given targets and drive the team to success.
Skills and qualifications
- Proven work experience working in hospitality in food and beverage, reception or in a similar role.
- Proven customer service experience with a strong guest-focused mentality.
- Excellent problem-solving and multitasking skills.
- Proficient computer skills, including Microsoft Office suites, and office management.
- Excellent verbal and written communication and interpersonal skills, knowledge of other languages is a plus.
