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Ras Al Khaimah City

    Club Lounge VIP Manager - Ras Al Khaimah, United Arab Emirates - IHG - INTERCONTINENTAL HOTELS GROUP

    IHG - INTERCONTINENTAL HOTELS GROUP
    IHG - INTERCONTINENTAL HOTELS GROUP Ras Al Khaimah, United Arab Emirates

    6 days ago

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    Description
    • Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements.
    • Seeking verbal feedback from VIP guests on a regular basis and responding to all guest queries in a timely and efficient manner
    • Keeping close contact with VIP guests for feedback, complaints, and compliments – and following it up
    • Managing, recording, and resolving guest or customer complaints promptly
    • Keeping other operating departments in the loop with important VIP/Club Lounge matters – from Food and Beverage and Maintenance to Housekeeping and Front Office
    • Keep the Club Lounge colleagues informed on the daily operational activities and challenges and provide all information relevant to their job duties through meetings, handover, and logbook.
    • Coordinate the scheduling and work of all subordinates to ensure guest satisfaction and compliance with the standards.
    • Ensure the Club Lounge team are up to date with core and essential trainings; and a continuous succession planning program is in place.
    • Manage performance of team through IHG tools ensuring all colleagues receive regular performance feedback, quarterly check in conversations, annual performance review and that team member development plans are in place.
    • Overseeing all disciplinary procedures in line with Resort guidelines.
    • Lead the team by example by promoting and maintaining a safe and positive workplace.
    • Communicating both internally within the front office and externally, with the wider hotel team and immediate locale, to ensure the guest experience is personalised and always exceeds expectation.
    • Ensuring all colleagues have completed relevant training and are confident with all aspects of their role.
    • Managing the shift, you are working, dealing with complex guest requests or complaints, and making sure all tasks within the Team have been completed.
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