Club Intercontinental Manager

4 days ago

Dubai, United Arab Emirates IHG Full time

**About us**
As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

The InterContinental Hotels Group properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn. In addition to over 1000+ bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meters Festival Arena by InterContinental, the luxurious Spa InterContinental, state-of-the-art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to people to join over 900 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.

**Your day to day**
As the **Club InterContinental Manager, **under the direction of the **Director of Front Office**, you will be responsible for managing the Team, daily operation through set processes, focusing on the guest experience by executing and driving the high and quality standards and employee engagement activities. **The scope includes maximizing revenue and profitability through specific targets set by revenue generation tools used in the Hotel (KPI, Hotel Metrics, Guest Satisfaction, etc.,),** managing costs and productivity. In the Role of Club InterContinental Manager, you will be responsible to work closely with all Front Office functional teams.
- Monitor the Club InterContinental Colleagues to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Monitor Club InterContinental Colleagues to ensure Rewards Club and Ambassador members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
- Block & Inspects all Club, VIP Rooms prior to arrival
- Greet VIP and Escort guests personally on arrival and bidding farewell, as per set standards (in-room check-in, in car check-in, and Club check -in)
- Ensure that all Club InterContinental paying guest are provided with club arrival/departure process as per set standards.
- Oversee maintenance of efficient repeat Guest History System
- Promote Inter-Hotel sales and in-house facilities
- Promotes Rewards Club & Ambassador programs and acts as Champion for both programs
- Ensure all club floor setup, and overall appearance of the Club lounge is up to standards. i.e. - breakfast set up, afternoon tea/coffee & evening drinks.
- Perform such functions as to include but not be limited to:

- InterContinental Ambassador / Rewards Club and regular guest welcome letters
- Attention to detail on special requests by having updated database on guest profile either captured through glitches, preferences.
- Handle guest complaints and refer them as necessary, follows up on corrective/preventive action
- Compile, analyse and control Club InterContinental costs by working together with the Director of Front Office.
- Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
- Organize and conduct regular meeting for all Club InterContinental Colleagues to facilitate communications and smooth operations
- Prepare efficient work schedule for Club InterContinental Colleagues, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
- Driving the guest experience through service quality and continuous improvement
- Implementation of quality assurance programs - I Toolkits (I-Interviews)
- Ensuring implementation and compliance of the Company’s Fire, Life and Safety requirements
- Conducting market and competitor analysis in order to be ahead of the competition in terms of service delivery.
- P&L analysis including productivity and cost management
- Assists in planning for future staffing needs, and assists in recruiting in line with company guidelines.
- Work closely with F&B Team to drive food and beverage experience at the Club InterContinental, service standards, and new co

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