Position Overview
The Club Residences Manager is responsible for all aspects of operations within the club residences, with the support of its team of supervisors and assistant managers. The individual should be a good ambassador of Capella, and provides guidance to the team to provide a warm and personalized guest service to club residences guests during their stay. The individual also builds rapport with guests, gather feedback and contribute ideas for the organization's continuous improvement. The Club Residences Manager is also responsible for monitoring the financial performance of the club residence, through active budget monitoring and payment collection.
The Role
Manage Club Residences Operations
- Implement operating procedures and service standards for club residences operations.
- Monitor club residences operations to ensure adherence to organizational standards and procedures.
- Review manpower allocation for club residences operations.
- Conduct regular inspections on service delivery.
- Monitor club residence supplies and equipment inventory.
- Coordinate day-to-day club residences operations to ensure operational efficiency.
- Plan resources and allocate work assignments to team members.
- Maintain stock level of supplies for guest rooms and club lounge.
- Conduct checks on club floor lounge, facilities and equipment.
- Review activity and revenue reports to monitor and update management on departmental performance.
- Support budget forecasting processes for the department.
- Manage cost control to keep departmental operating expenses within budget.
- Prepare periodic management reports.
Drive Service Excellence
- Maintain complete knowledge and understanding of Hotel's and Residence layout, appointments, amenities and locations, all service hours of operations.
- Maintain complete knowledge and understanding of local events, local cultural heritage, attractions, holiday schedules, dining and entertainment venue.
- Meet and greet guests to build rapport.
- Communicate VIP and repeat guest arrivals to designated personnel for warm welcome and delivery of amenities to units.
- Anticipate and address residence owners' service needs.
- Assist in the execution of response and recovery actions during emergency situations.
- Handle guest complaints by following the procedures and ensuring guest satisfaction.
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.
- Speak with others using clear and professional language.
- Work with all parties to ensure comfortable stay for guests.
- Innovate new ideas to enhance guest experience and revenue generation.
- Direct the implementation of sustainability programmes to drive organisational green initiatives.
Staff Training and Development
- Gather feedback form the department on needs analysis and provide adequate training for staff.
- Identify deserving staff for appreciation and career advancement.
Talent Profile:
- Previous experience as a Residence Manager or Assistant Manager in an upscale property
- Ability to focus attention on guest needs, remaining calm and courteous
- Ability to think clearly, quickly, maintains concentration and makes concise decisions in any circumstances
- Strong leadership skills
