Administration
• In charge of Monthly inventory for Beverage items, Chinaware and Cutleries.
• Review GSS scores continuously and execute action plan if needed
• 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.
• Controlling the occupancy and number of Cover reports and send to Income Auditor and Cost Control on day 1 of the month.
• To ensure that all the ambassador adhere to all policies and procedures established by the hotel management.
• In charge of Evelpac audit for Club Metropole (both for F&B and Rooms sides).
• 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.
• Responsible for the overall supervision, operation and ensure the coordination among all the Club Metropole sections.
• Conduct the AM/PM briefing with the Club Metropole team, linked with night shift Butler
• Ensure Butler Guest Recognition to prepare the VIPs Weekly Arrival and send to the PA of GM and all departments concerned
• To ensure effective communication and coordination within the Club Metropole and with other departments.
• Promote and service all LeClub Members, ensuring legendary stay.
• To be fully aware of daily Glitches regarding Club Metropole and take action if needed
• Schedule, organize and lead monthly Club Metropole departmental meeting
• To organize, direct and coordinate the daily activities of Club Metropole. (including Reception, Butler and Club Lounge)
• 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.
• 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.
• 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.
• Organize, create, and update biographies about VIP guests focusing on preferences, comments, needs, and movements. Organization must be proactive and disseminated to all Ambassadors.
• Study and action P&L, and send findings to FOM monthly
Financial and Revenue Responsibilities
• Ensure thorough checks on shift banking and that correct cash handling procedures are followed.
• 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.
• To encourage maximum yield and occupancy through training, control and management of room inventory.
• Ensure all billing is accurate and correct monies are collected. Assist Finance Department, as required, in collection of monies owing from customers.
• Maintain the security of monetary floats and ensuring that cash handling procedures are strictly adhered to.
• Develop action plans to meet targets; compare actual achievements against targets periodically; take necessary corrective action if not on target.
• Review guest files that are exceeding hotel limits and follow up.
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:
• Sales
• To be ready and responsible when assigned to perform any other duties or job functions as required by Executive Management or EAM.
• F&B
• Openly communicate with ambassadors ensuring regular briefings occur and all relevant information is passed on.
• Rooms
• 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.
• Recruit staff that are technically skilled or have potential to be through training, and have a natural inclination towards customer focused service.
• Spa
• Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.
• Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.
• 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.
• Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.
• Develop and implement with Shift Leaders and Captains, strategies to minimise staff turnover.
• Engineering
• Effectively use the results of TrustYou and guest questionnaires to improve product and service delivery.
• To assist HR in the selection of staff, training and appraisals of all personnel in the Club Metropole.
Guest Service Responsibilities
• 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.
• Welcome arriving VIPs and bid farewell upon their departure. Note any defects or superlatives and liaise with FOM and Duty Manager as needed.
Miscellaneous
• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.
• 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.
