Club Metropole Manager

Administration

• To organize, direct and coordinate the daily activities of Club Metropole. (including Reception, Butler and Club Lounge)

• To ensure all section heads (Butler/Club Reception/Club Lounge) observe the hotel policies and procedures, as well as supervising their respective personnel in the Club Metropole Department.

• To ensure that all the ambassador adhere to all policies and procedures established by the hotel management.

• To ensure effective communication and coordination within the Club Metropole and with other departments.

• Organize, create, and update biographies about VIP guests focusing on preferences, comments, needs, and movements. Organization must be proactive and disseminated to all Ambassadors.

• Liaise with Sales to develop relationships and network with Tour Agents/Travel Agents/DMCs to always be in contact with the appropriate people to help cater to our guests.

• Responsible for the overall supervision, operation and ensure the coordination among all the Club Metropole sections.

• To ensure sufficient staff is on duty according to the hotel occupancy and approved staff manning. And to arrange for replacement for staff on medical leave or any other leave.

• Control the Equipment: Including but not limited to, iMac, PCs, iPad, Micros work station, Printer, Fax machine, coffee machine, blender, ice maker, refrigerator, wine chiller, etc.

• Ensure Butler Guest Recognition to prepare the VIPs Weekly Arrival and send to the PA of GM and all departments concerned

• Controlling the occupancy and number of Cover reports and send to Income Auditor and Cost Control on day 1 of the month.

• Study and action P&L, and send findings to FOM monthly

• Conduct the AM/PM briefing with the Club Metropole team, linked with night shift Butler

• Promote and service all LeClub Members, ensuring legendary stay.

• Preparation of Club Metropole monthly reports, commenting on key performance indicators, Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/check-out processes and service at the Club Lounge follow set procedures of Club Milliesime Brand Standards and are customer focused.

• To be fully aware of daily Glitches regarding Club Metropole and take action if needed

• Schedule, organize and lead monthly Club Metropole departmental meeting

• In charge of Evelpac audit for Club Metropole (both for F&B and Rooms sides).

• In charge of Monthly inventory for Beverage items, Chinaware and Cutleries.

• Review GSS scores continuously and execute action plan if needed

Financial and Revenue Responsibilities

• To encourage maximum yield and occupancy through training, control and management of room inventory.

• To ensure that room occupancy forecast is not overbooked by the Reservation’s staff and to maximize room revenue.

• Establish in conjunction with the Hotel’s financial performance targets for revenue, expenditure and market share and ensure department achieves these targets.

• Develop action plans to meet targets; compare actual achievements against targets periodically; take necessary corrective action if not on target.

• Ensure all billing is accurate and correct monies are collected. Assist Finance Department, as required, in collection of monies owing from customers.

• Review guest files that are exceeding hotel limits and follow up.

• Ensure thorough checks on shift banking and that correct cash handling procedures are followed.

• Maintain the security of monetary floats and ensuring that cash handling procedures are strictly adhered to.

Training and Human Resources Management

• Act as Hotel Liaison on suggesting and implementing quality-focused trainings to the different departments of the hotel. Liaise with L&D Manager and Quality Manager to create bespoke and tailor-made trainings for respective departments depending on the specific needs. Departments include:

• Rooms

• F&B

• Spa

• Engineering

• Sales

• To assist HR in the selection of staff, training and appraisals of all personnel in the Club Metropole.

• Assist the Training Manager and Departmental Trainer in planning, organizing and conduct training for the entire Club Metropole ambassador.

• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.

• Induct new staff into the team, department and Hotel in the first weeks of their employment following guidelines. Ensure that all staff under your control carries out their duties in accordance with the Brand and Service Standards and Procedures Manuals.

• Effectively use the results of TrustYou and guest questionnaires to improve product and service delivery.

• Openly communicate with ambassadors ensuring regular briefings occur and all relevant information is passed on.

• Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.

• Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.

• Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.

• Develop and implement with Shift Leaders and Captains, strategies to minimise staff turnover.

• Recruit staff that are technically skilled or have potential to be through training, and have a natural inclination towards customer focused service.

• To be ready and responsible when assigned to perform any other duties or job functions as required by Executive Management or EAM.

Guest Service Responsibilities

• Welcome arriving VIPs and bid farewell upon their departure. Note any defects or superlatives and liaise with FOM and Duty Manager as needed.

• Act as lead liaison for all VIPs in house. Coordinating movements, greetings, and updates to profile with assistance from Guest Relations Team and Duty Manager.

• Liaise with Concierge Team to ensure excellent suggestions and recommendations to our VIP guests. Ensuring standards are met, and communications are streamlined.

• Maintain good interpersonal relationship between hotel management and guests.

Miscellaneous

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.