· Ensuringmaximum guest satisfaction through personal recognition and prompt cordialattention from arrival through departure
· Ensure guests staying on Club Floor consistently receive all benefits,repeat guests and other VIP’s receive special recognition and service
· Inspects all VIP rooms prior to arrival
· Greet VIP guests personally
· Ensuring exclusivecheck in and check out services are offering in-room and/or Club Lounge
· Ensuring foodand beverage service in the club lounge is exceptional
· Providingbusiness centre style services and meeting rooms to Club Floor guests
· Liaise with other departments and necessaryoutside contracts to ensure excellent service delivery
· Ensuring maintenanceof efficient repeat guest history system
· Promote Inter-Hotel sales and in-housefacilities
· Perform such functions as to include but notbe limited to:
o PriorityClub and regular guest welcome letters
o Solicitationof Priority Club applications
o Attendingto special requests by guests
· Develop and implement guest telephone contactsystems
· Handle guest complaints and refer them asnecessary, follows up on corrective action
· Control club floor’ costs
· Review arrival lists for all club floor arrivals and VIPs to check room allocations,amenities, and special requests
· Prepare requisitions for amenities on atimely basis
· Ensuring andmaintaining the entire range of services offered for the Club Floor and ClubLounge with the aim to maximum guest satisfaction
· Maintain efficientcommunication with CPC Floor Shift Leader and CPC Floor Manager
· Ensureproperly inventory control of beverage, tableware and linen in Club Floor
· Ensure all ClubFloor reports are completed on timely basis and submitted to CPC Floor Managerfor reference
· Ensure alldamage of tableware, glassware in Club Floor are recorded and follow up withhotel procedures
· Maintains cashierfloat and ensures accurate daily report of all money received
· Cashes hotel guest’spersonal and travelers checks and assists with currency exchange
· Keeps abreast ofall modifications to accounting policies and procedures
· Responsible andattends to guest’s request of using the service of safety box at all time
· Knowledgeable ofall special promotion procedures, for programs such as; Seasonal Packages and IntercontinentalHotels Group Loyalty programs
· Attends to guest’scomplaints, inquiries and requests, referees problems to CPC Floor Shift Leader/CPCFloor Manager if he/she unable to assist
· Is familiar withother Intercontinental Hotels and Resorts so that guest indicating any nextdestination on the registration card can be “sold” an onward booking to anotherInterContinental Hotels
· Does everythingpossible to ensure that the guests depart the hotel with a positive impressionof hotel service
· Performs the auditbalances and prepares all works for audit in an orderly fashion
· Maintainscomprehensive knowledge of standard reservation procedures including correctforms to use, how to read telex, e-mail, messages, and how to interpretavailability sources within the reservation systems
· Maintains exemplarydeportment standards of behavior and appearance and attitude as expected in aIHG Brand
· Takes personalinterest and pride to ensure that the Club Floor work area is kept clean and inan orderly state al all times
· Endeavors tomaintain the high standards of the hotel with particular regard to theimportance of IHG Loyalty Program member and other VIP’s and with reference tohotel and to be a health or safety hazard
