Roles & Responsibilities
The Club Manager is responsible for overseeing all aspects of the club floor and ensuring the satisfaction of all guests/customers' needs. The Club Manager is involved in meeting and greeting guests/customers, responding to guests'/customers' inquiries, building rapport with guests/customers, assisting guests/customers with complaints and resolving and communicating all guest/customer service issues to the Front Office Manager. Routine checks on early departures and late arrivals and management of club floor premises and facilities are done by the Club Manager. He/She conducts staff meetings on reviews of property's standards, guest service targets, service satisfaction trends, departmental procedures and operating issues as well as planning any areas of improvement or development.
The Club Manager also works with other departments to coordinate VIP arrivals and ensures team members have current knowledge of hotel products, services and pricing. The club floor Manager has a sound knowledge of the hotel’s facilities and services. He/She should actively guide and direct the whole team to ensure consistency of standards and a high level of performance and service delivery. He/She also supports the recruitment and capability development of club floor Team. A good command of English and excellent interpersonal skills with an affable personality are required. In the absence of the Front Office Manager, the club floor Manager takes full responsibility and accountability for the club floor.
* Comply with legal requirements in a lodging property.
* Conduct staff performance assessment process.
* Develop a work team.
* Facilitate innovation and lead team leaders to implement change.
* Facilitate the implementation of a productivity framework.
* Foster initiative and enterprise in teams.
* Foster service innovation.
* Implement service recovery framework.
* Lead workplace communication and engagement.
* Manage and review systems and processes.
* Manage club floor services.
* Manage customer acquisition and retention programmes.
* Manage guest/customer experience.
* Manage loss/risk prevention.
* Manage relationship with customers.
* Manage the service brand.
* Manage workplace challenges with resilience.
* Monitor and reward performance in a team to support achievement of results.
* Solve problems and make decisions at managerial level.
* Use ICT for knowledge management.
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