Position Summary:
Assistant Club Lounge Manager is to assist in the operation and manage the Club Lounge according to the SOP, in a highly professional and efficient manner to the meet the service expectations of the
Guests. To improve the efficiency and professionalism of all aspects of guest services.
Operations
· Be primarily responsible for all general club operations
· Ensure, in an efficient and effective manner, that the M Club staff meet requirement customer service standards and expectations
· Ensuring that M Club staff adhere to, and are held accountable for established operation procedures and ensure training requirements have been met
· Interact with the guest during cocktail hour to find out more about their needs and requirement during their stay
· Follow up on guests’ feedback
· Ensures all guests complaints are resolved before departure and where required, to follow up after departure
· Encourages guests to post on all social media such as TripAdvisor, Instagram etc and reply to feedback accordingly
· Respond to emergency situations using appropriate procedures
· Train, guide, coach and develop the team to handle day-to-day duties/tasks more efficiently
Guest Service
· Engage each guest as a unique individual and listen attentively to their requests
· Anticipate and address guest’s service needs
· Handling VIP guest stay experience
