Pearl Club Manager (Front Office )

Description

The Pearl Club Manager is responsible for ensuring the smooth and efficient operation of the executive lounge, which provides exclusive services to VIPs, high-tier loyalty members, and other premium guests. Their role is to deliver exceptional service while managing a team, handling guest relations, and ensuring a luxurious, seamless experience for guests.

What will I be doing?

This role is critical in enhancing the reputation of the hotel as a luxury destination and fostering guest loyalty through exceptional service. As the Pearl Club Manager, you are responsible for performing the following tasks to the highest standards:

•  Oversee the entire Pearl Club operation to maintain high luxury standards
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Welcome and interact with VIP guests, ensuring all their needs are met and providing personalized services.
• Build strong relationships with repeat guests, high-tier loyalty members, and other VIP guests.
• Maintain an atmosphere of calm and luxury, with an emphasis on hospitality and attention to details.
• Resolve any guest complaints or issues promptly and professionally to ensure maximum satisfaction.
• Set departmental objectives, work schedules, policies, and procedures.
• Monitor the appearance, standards, and performance of the Pearl Club Team with an emphasis on training and teamwork.
• Ensure Pearl Club Team have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings and produce minutes
• Conduct regular staff meetings, provide feedback, and ensure staff are aware of luxury service standards
• Manage staff performance issues in compliance with company policies and procedures
• Manage the budget, monitor costs, and ensure profitability without compromising guest experience.
• Track and report on expenses, inventory, and guest occupancy for forecasting and budgetary purposes.
• Recruit, manage, train and develop the Pearl Club team
• Comply with hotel security, fire regulations and all health and safety legislation
• Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
• Coordinate with the culinary, food and beverage department to develop and update lounge menus according to guest preferences and hotel standards.
• Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton Standards.
• Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Pearl Club.
• Prepare daily forecast of expected arrivals and departures using analysis and judgment skills.
• Build strong relationships with repeat guests, high-tier loyalty members, and other VIP guests.
• Ensure that the Pearl Club complies with all health, security, fire regulations safety, and food handling regulations.

Requirements

What are we looking for?

A Pearl Club Manager must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Degree in Hospitality Management or a related field preferred.
• Experience: 3-5 years of experience in hospitality, particularly in guest services, food and beverage management, or front office operations, within a luxury hotel environment.
• Strong leadership and team management skills.
• Excellent interpersonal and communication skills, with a focus on guest satisfaction.
• Ability to manage budgets, understand financial reports, and control costs.
• A keen eye for detail and a passion for luxury service.
• Knowledge of luxury hotel operations and VIP guest expectations.
• Multitasking abilities and the capacity to work under pressure.
• Fluency in English and additional languages are an asset.