Club InterContinental Manager

Industry:
Hotels Clubs and Spas
Department:
Front Office/Rooms Division
Level:
Department Head
Location:
Asia
Salary Description:
Competitive
Posted:
15-Nov-16
Recruiter:
Intercontinental Hotels Group (IHG)
Job Ref:
PAT000230

job overview

The Club Page must be knowledgeable about all guest related aspects, stressing on his preferences and itinerary in order to ensure an excellent experience at the Club InterContinental Lounge. He/She is responsible for the quality of service that every guest's receives during his stay and attends to their needs and wants at the Club InterContinental Lounge. He/She does mise en place for Club breakfast, Afternoon Tea, and Evening Cocktails & Canapes, and any other tasks that may given by his/her superior. The Club Page assists the Butlers to set the stage and creates the memorable experience of each guests' stay

Under the general direction of Club InterContinental Manager/Butler Supervisor or his designate, and within the limit of established IHG and local hotel policies and procedure, is responsible for delivering all aspect of overall guest service operation, ensuring maximum guest satisfaction, welcoming all guests visiting Club InterContinental Lounge under the supervision of his/her superior.
DUTIES AND RESPONSIBILITIES

OUR PEOPLE
· To maintain the standard and method of services as stated on the Department's Standard Operation Procedure
· Ensure grooming and uniform standards are exceptional at all times
· Maintains appropriate standards of conduct, appearance and posture
· Extremely familiar with local knowledge & resort's products - including promotions in F&B, SPA, etc
· Able to demonstrate cooperation and trust with colleagues, supervisors and across department
· Attend internal and external training program as required
· Attend & deliver the guest request assigned in professional manner to achieved maximum guest satisfaction
· Performs related duties and any special project that may become necessary
· Notify the Club Manager or Butler Supervisor of any delays in performing work/task
· Report guest complaint to Club Manager or Butler Supervisor if any
· Respond positively to changes in the work place
· To work according to the schedule as properly established
· Complete the beginning and ending shift duties that include out-standing tasks
· Open to new ideas and willing to make changes in improving customer satisfaction
· To have a complete understanding of Hotel's employee and book and adhere to the regulations contained within

GUEST EXPERIENCE

· To provide a courteous and professional service at all times
· Assist with beverage service
· Assist with food service
· Assist with check-in & check-out service if necessary
· To greet guests and visitors warmly with a smile
· To give a buggy ride the guest upon request
· To offer any requested information to guest regarding hotel service and facilities as well as general information
· To strive to please the guest and sell the in house service
· To keep the main entrance, and ashtrays immaculately clean at all times
· To provide the necessary skills to perform their duties within the maximum efficiency
· Escort guests to their preferred table or reserved table and seat guests according to restaurant standards
· Be attentive to guests and resolve their complaints where possible, reporting all incidents to your Supervisor
· Maintain responsibility of cleanliness of all menus and drink menus
· Maintain detailed knowledge of menu, including daily specials
· Ensure tables are cleared quietly and efficiently
· To promote Intercontinental Ambassador schemes to our potential guests whenever possible
RESPONSIBLE BUSINESS
· Comply with the hotel's health, safety and hygiene standards, and policies and procedure
· Maintain equipment in a proper state of repair and report damages in areas
· To respond to any changes as dictated by the hotel
· Carry food and beverage trays in a safe manner to minimize breakages
· Able to work any shift that is assigned to him/her by Club Manager/Butler Supervisor
· Report any unusual behavior/activities to Club Manager or Butler Supervisor
· Perform any other duties that may be assigned to him/ her by his/her superior
· To pass on the comments, suggestions and recommendations of guests to the Club Manager/Butler Supervisor
FINANCIAL RETURNS
· To ensure maximum sales for in-house facilities & products, and other InterContinental destinations by continuously promoting them to guests
QUALIFICATIONS AND REQUIREMENTS

Required Skills -
· Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company
· Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local government agency
· Able to read and write English

Qualifications -
· High School or Vocational Certificate in Hotel Management, Food & Beverage, or related field

Experience -

· 1 years related experience or an equivalent combination of education and experience<br><br> job overview

The InterContinental Danang Sun Peninsula Resort Butler represents the epitome of the highest standards of Butler service in the InterContinental Brand.
The Butler must be knowledgeable about all guest related aspects, stressing on his preferences and itinerary in order to ensure an unforgettable experience. Acting as a combination of 'Personal Assistant, invaluable friend and local guide' during guest's resort stay, the esteemed Club Butlers help Club InterContinental guests to get the most from their stay at Club InterContinental, the resort and the destination itself.
He/She is responsible for the quality of service that every guest's receives during his stay and attends to their needs and wants. He/She inspects and sets up their rooms prior to arrival and upkeep the quality throughout their stay. The InterContinental Butler sets the stage and creates the memorable experience of each guests' stay.
DUTIES AND RESPONSIBILITIES

OUR PEOPLE
· Butler must follow a "Culture of Yes"
· Ensure grooming and uniform standards are exceptional at all times
· Maintains appropriate standards of conduct, appearance and posture
· The Butler must be very familiar and knowledgeable of the local culture, heritage, and history
· Extremely familiar with local knowledge & resort's products - including promotions in F&B, SPA, etc
· Conduct duties in a courteous, safe and efficient manner, in accordance with InterContinental Danang Sun Peninsula Resort policies and procedures, ensuring that the highest level of service and communication in maintained.
· Must able to coordinate with guests in order to meet their needs efficiently
· Must able to use Opera in order to perform all PMS functions and to obtain guest profile and preferences
· The Butler must be proficient in all FO operations procedures in order to perfectly understand all reservation details(arrival time, departure, rate , length of stay, check in process and billing)
· Record all guest related activities into butler reports (i.e. Daily interaction/VIP/Club InterContinental Lounge daily report)
· Update Club InterContinental guests history/profile/preference in Opera
· Record and maintain the butler daily interaction log, Club InterContinental/IHG Rewards Club/Ambassador/VIP arrival, in-house, departure report
· To check daily Club InterContinental guest arrivals and to ensure rooms ready be provided as early as possible (standard check-in time: 2pm)
· Research of the VIPs' profile and maintenance of the data
· Checks and maintains the equipment and cleanliness of Club InterContinental Lounge, the office and pantries
· Chauffeurs guests in buggies within the resort upon request
· Coordinates check in & check out procedures
· Advises Management and supervisory team of all departments of guest's preferences, needs, likes and dislikes when necessary
· Able to work any shift that is assigned to him/her by Club Manager/Butler Supervisor
· Perform any other duties that may be assigned to him/ her by his/her superior

GUEST EXPERIENCE

· Set up and inspect rooms for the arriving guests according to guest history and ensuring all features in the room are working and cleanliness is exceptional
· Inspecting Club Rooms, Suites, Penthouses & Villas arrival, in-house, and departure
· Arrange amenities according to guest profile, preferences or special requests (i.e. Birthdays, Anniversaries, honeymooners, children, etc.)
· Arrange flowers where necessary for suite rooms and ensure replacement during guest's stay
· Welcome guests upon arrival, and familiarize them with the different features of the room and the resort
· Offer different Butler Services as stated in the SOPs (i.e. Laundry & pressing service, shoe shining, Packing & Unpacking, etc.)
· Must create awareness of his/her services and inform of full availability to the guests
· Must be able to anticipates guest's needs and respond accordingly
· Assist guests with Restaurant Reservations in the different outlets of the resort as well as In Room Dining arrangement; make suggestions and take the order directly if necessary
· If necessary the butler will serve In Room Dining orders to guests in the guest's rooms
· To ensure daily Club InterContinental guest departures with luggage pick-up assistance, buggy car service, and limousine arrangement
· Attend to all guest requests in an efficient manner and communicate with the concerned departments in order to deliver satisfactory service
· Cooperate with Housekeeping in order to ensure room cleanliness as per InterContinental standards throughout guest stay
· Assist guests with departure more comfortable. Must contact the guest one day prior to actual departure date offering necessary assistance (i.e. packing, transportation, printing flight details, wake up call, early breakfast etc.)
· Handling guest complaints and escalating the issue to superiors when necessary
· Pay attention to details such as:
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Contact Details:
Intercontinental Hotels Group (IHG)
Tel: .
Contact: HR Department

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