[InterContinental Phu Quoc] - Club InterContinental Manager

YOUR DAY-TO-DAY

People

• Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
• Train colleagues to make sure they deliver with compliance and to the standards we expect
• Drive a great working environment for teams to thrive - linking up departments to create sense of one team
• Promote teamwork and quality service through daily communication and coordination with other departments
• Recommend or initiate any HR elated actions where needed
• Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
• Supervises and directs Club Lounge personnel.
• Supports and assists Front Office personnel and all departments at peak periods.
• Ensures Club staff complies with FIT marketing techniques and maximize sales

Financial

• Help create the department’s annual budget and the setting of departmental goals
• Monitor budget and control expenses with a focus on food, beverage, and labour costs….
• Compile, analyses and control Club InterContinental costs.
• Analyses and approves discounts and rebates.
• Analyses the rate variance report to ensure rooms revenue control
• Takes action with the Property Management Systems (PMS) in emergency situation.

Guest Experience

• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Responds to guest needs and resolves related problems
• Ensures VIPs and priority club guests receive special attention
• Review arrival lists for all Club InterContinental arrival guest and VIPs to check room allocations, amenities, and special requests.
• Monitor Club InterContinental personnel to ensure Club InterContinental’s Guests consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service.
• Assists Guest Relations in greeting, rooming, and sending off VIP guests.
• Oversee maintenance of efficient repeat guest history system
• Promotes inter-hotel sales and in-house facilities.
• Checks billing instructions and monitors guest credit
• Overall responsible for ensuring and maintaining the entire range of services offered for the Club InterContinental and the aim to maximum guest satisfaction

Responsible Business

• Reports directly to and communicates with the Front Office Manger on all pertinent matters affecting guest service and operations of Club InterContinental.
• Provides functional assistance and direction to all departments.
• Cooperates, coordinates and communicates with other hotel departments as required.
• Inspects InterContinental Club (front of house and back of house) regularly for cleanliness.
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provides input for Club InterContinental meetings.
• Fully conversant with all hotel emergency procedures.
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done
• May also serve as manager on duty (MOD) on request.
• May assist with other duties as assigned by management.