Club Floor Manager

To manage the operations of the Club Floor and Lounge by ensuring product quality standards are met and that optimum service is provided to all hotel guests according to the hotel’s business objectives. To perform the human resource function in ensuring staff selection, training, counseling and recognition programs are adhered to in order to maximize performance standards and to adhere to guest service standards in order to maximize guest satisfaction.

PRIMARY RESPONSIBILITIES

• Monitor Club personnel to ensure guests receive prompt, cordial attention and personal recognition.
• Supervise the Club team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue including the Front Office Upselling program
• Monitor Club personnel to ensure priority members known repeat guests and other VIPs receive special attention and recognition
• Ensure proper room assignment and amenities for VIPs are in order and accordingly
• Maintain inter-departmental relationships to ensure seamless customer service
• Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
• Schedule and regularly conducts routine inspections of areas under his/her control
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Know system recovery procedures
• Compile statistics for front office and provide reports relating to that area
• Continually check the accuracy of Club Floor room count
• Approve upgrades and rebate according to the Policy & Procedure and special amenities
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
• Maintain all procedures and adheres to them within the M&C guidelines; in particular with emphasis on hotel credit policy.
• Control the expenses and cost of the Club breakfast and evening cocktail. Work closely with the Front Office Manager and Room Division Manager pertaining to P&L and budget
• Overall in-charge of the Club Floor and Lounge ensuring rooms and lounge conditions are well maintained and manage.
• Ensuring the quality service at the Club is consistent. Proper manning at every station and have the ‘BE PREPARED’ attitude

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