Club and Guest Relations Assistant Manager

POSITION PURPOSE

To ensure the professional and effective running of the day-to-day Club Rooms and Lounge operations in accordance with all Sheraton Service Standards and in line with Marriott International Hotels and Resorts Policies and Procedures.

Responsible for short and long term planning for the Club operation and assuring a continuous update with Sheraton Standards and training activities to the club team members.

Recommends budget and manages expenses/margins within approved budget constraints.

Follows and implements Sheraton Club program as per Brand Standards/Guidelines.

Provides personalized branded experience to club guests.

ESSENTIAL FUNCTIONS

1. Guests Communications as per VIP/Club service leader guide.
2. Ensure that services provided are in harmony with our Sheraton core values (warm, connecting, and Community).
3. Monitor club rooms and suites inventory and ensure maximum availability on daily basis to maximize room revenue.
4. Manage and operate the business facilities and club lounge meeting room.
5. Take the necessary action to ensure FFE in the club lounge is well maintained.
6. Prepare a daily P&L summary for Sheraton Club performance.
7. Ensure Sheraton Club lounge amenities and daily F&B program is on time, food is fresh and presentation is on brand.
8. Ensure that Club and Suites arriving guests receive their amenities and GPS as per preferences prior to arrival.
9. Perform In Room personalized check in for all Suite booked Guests.
10. Ensure and enforce delivering of an on brand arrival/departure and Sheraton Club Lounge experiences throughout every Club and Suites guests stay.
11. Ensure the full compliance and implementation of the WELCOME upon Check in and FAREWELL upon check out.
12. Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the LRA inspection.
13. Live and enforce activating of Sheraton Brand Differentiators (Sheraton Sweet Sleeper Bed, Sheraton Fitness by EXOS, Sheraton Social hour, Sheraton Link by Microsoft and Sheraton Club).
14. Ensure a 100% daily usage of the Master Arrival Report to deliver GPS initiative successfully to our club guests.
15. Ensure Bonvoy Enrolment daily, MTD and YTD goals are not only met but exceeded.
16. Support thoroughly the MGS up selling activities and achieve the daily, monthly and yearly set goals.
17. Support thoroughly to achieve the COFC daily, monthly and yearly goal.
18. Support thoroughly to achieve the MAGC daily, monthly and yearly goals.
19. Ensure smooth and clear communication between Club GSAs and all other FO, HK, club and Room service associates.
20. Ensure compliance with PCI policies.
21. Ensure rooms allocation are made according to guest preferences and requests and based on the information available in Master Arrival Report.
22. Ensure Club GSAs acquire the proper product and service knowledge needed and passed all required trainings to perform their job properly.
23. Ensure Club GSA appraisal and PMP are made on a timely manner using the right PMP forms.
24. Ensure that club and suites guests’ requests are fulfilled and closed in GXP within 15 minutes as average response time.
25. Ensure guests defects are logged in GXP and handled in 15 minutes. Follow up calls are made to the guest within 30 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
26. Use GXP to update club and suites guests’ profiles with requests, defects, preferences and any other comments/information acquired during stay.
27. Meet arrivals and departures and ensure satisfaction with check in and check out processes.
28. Participate as a member of the Hotels Fire and Emergency Team as required.
29. To be an active member in the hotel safety and security committee.
30. Ensure with no failure that checking in and out guests are registered in the Government CID reporting system including scanning their passports.
31. Ensure buckets are cleared at the end of every day from all checked out registration cards.
32. Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
33. Ensure that all Club GSAs cashiers are closed with no pending or problems prior to GSAs departure.
34. Set a departmental development plan and conduct on and off the job training to our GSAs accordingly (Performance result after training will reach above 85%).
35. Participate effectively in OI activities.
36. Monitor and control costs by controlling guest entry, food quantities, identifying nonmoving items and suggest alternative.
37. Assist the hotel revenue by:
1. Suites Upselling.
2. Suggestive selling of the hotel restaurants.
38. Have sufficient information about local surrounding areas to provide guests with choices and/or alternatives when requesting for assistance.
39. Build positive, effective and on brand relationships with internal and external customers including VIPs and Bonvoy elite members (P&V).
40. Enforce free marketing activities to promote the hotel services through our guests by encouraging them to post reviews and tweets in the various social media.
41. Actively participate in the hotel sustainability, community and OI activities.
42. Ensure proper grooming of his/her associates at all times as per hotel guidelines.
43. Lead and assist DOGS and FOM with the GEI analysis and setting improvement plans when needed.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

1. Must be able to speak, write and converse freely in English.
2. Must be able to speak in one additional language other than English.
3. Must be proactive.
4. Must have at least 2 years of experience in a FO supervisory level.
5. Opera knowledge.
6. Analytical skills.

QUALIFICATION STANDARDS

1. We do expect that you do have the experiences/behaviors below. You:
2. Have the ability to effectively communicate with other departments.
3. Embrace and value operational guidelines and brand standards.
4. Possess superior analytical skills.
5. Have the ability to plan and prioritize in order to achieve deadlines.
6. Have the awareness of maximizing the returns to all stakeholders.
7. Are adaptable to the ideas of different cultures, settings and situations.
8. Enjoy working in a team setting.
9. Do build lasting relationships with internal and external customers.
10. Have immaculate personal presentation e.g. grooming and conversational ability.
11. Demonstrate effective problem solving skills and analysis of issues and trends, in order to develop and apply appropriate strategies.
12. Have knowledge of hotel computer systems and other IT related applications.
13. Uphold ethical business practices.

EDUCATION

Bachelor degree required.

PHYSICAL CONDITION REQUIRED FOR YOUR ROLE

Must be able to stand 8hrs a day while maintaining a smile and positive attitude.

MEASUREMENTS OF SUCCESS

We have created five indicators to measure our success, all of us are responsible to realize this for our hotel: