Dusit Thani Pattaya

Dusit Club Lounge Manager

May 14, 2024
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Job Description

PRIMARY RESPONSIBILITIES:

Guest Service Responsibilities
• One of the main duties is to socialize with guests by using every opportunity.
• To collect the maximum of information about the guest as part of the guest history procedures.
• To be present in the Dusit Club during the breakfast time and Evening Cocktail time, to play this “Public Relations” Role. All guest comments will be reported in the Dusit Club Logbook.
• The Dusit Club Manager is the first one to act for any complaint from a guest, or if a member of the Dusit Club team is facing a problem that she/he cannot fix by her/his own. The Dusit Club Manager will then meet the guest right away, follow up and take the appropriate decision. If the case is serious, or if an approval is required, she/he will call right away the Front Office Manager.
• Direct responsibility to ensure that any VIP or Dusit Club guest staying at the hotel will receive the best treatment and spend the most enjoyable stay possible.
• To collect actively in advance all details of the VIP profiles and to update accurately and systematically the guest profile in Opera.
• To check all details of reservations in advance and follow up point by point the content.
• To prepare personally the VIP arrival (room block, room inspection, check VIP amenities & welcome kit such as international newspaper and welcome letter, coordination with airport representative & Limousine driver).
• To ensure that all the persons who wish to greet the guest are aware as soon as possible.
• To ensure personally the greeting of the guest, socialize with him/her during his/her stay to ensure that they are enjoying their stay in the best conditions possible.
• To prepare the departure (check the invoice in advance, reconfirm transportation and coordinate with the Butler). To assist personally at the guest farewell and escort them until the hotel door.
• To be fully aware of all the VIP movements on a weekly basis.

Technical Responsibilities
• To ensure the good knowledge of the Dusit Club Team, especially regarding the VIP movements, Standards & Procedures. The Dusit Club Manager will be active in these tasks during the following opportunities:
• To announce all details of the VIP activity on a daily basis at the Morning Briefing.
• To conduct a daily “Quick Briefing” to the Club Team to recapitulate the daily activity.
• To keep Front Office Manager or Director of Rooms updated right away of any activity (VIP in lounge, changes on the floor, guest complaint, internal problem…)
• To read on a daily basis the Assistant Manager logbook.
• Improvement of the Product ” Dusit Club”: To work on the Dusit Club Concept, updating the existing one. Any update of the Dusit Club Standards & Procedures has to be approved by the Director of Rooms before any implementation in the Operations.
• To control the proper work of the overall Club Operations (Reception and Lounge), to ensure that the Dusit Club Standards & Procedures are properly applied.
• The supervision should cover all the permanent standards & as well the specific setup at the different time of the day (happy hours, breakfast…).
• To ensure the full cleanliness of the Dusit Club area.
• To guarantee a stability in the service by doing the appropriate training for a constant improvement.
• To offer assistance at any time in the operations.
• The Dusit Club Manager is personally responsible of the proper work of all Audit issues and financial issues at the Dusit Club. He/ She will then control by his/her own the registration cards after check in, cashier closures, Rebates / Paid Out, Bucket Check… Each control will be signed. The Dusit Club Manager is entitled to sign any document as “Front Office Manager” for any club related document.
• The Dusit Club Manager will ensure that she/he has enough stock for the operations & will do on a weekly basis the store requisition.
• Privacy: The Dusit Club Manager will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.
• With the butler, to inspect the VIP rooms cleanliness & Standards. To conduct random check on a regular basis of Club Rooms & suites to ensure consistency in housekeeping service. Those inspections will be reported to Director of Rooms.

Training and Human Resources
• The Dusit Club Manager, as any manager will ensure the full motivation of the team & create a nice atmosphere of work. This is crucial to encourage a better quality of service and minimize the turnover. To support each member of the team & to try permanently to facilitate their work.
• To ensure that there is always the minimum standard number of staff on duty in the Dusit Club.
• The Dusit Club Manager will prepare the monthly schedule of the Club Signature section and will ensure on a daily basis that there is enough staff on duty in her/his section.
• The Dusit Club Manager will be very involved in the staff movements within her/his section (evaluation, recruitment, promotion, termination) and will give his/her opinion and comments to the Front Office Manager as often as required.
OTHERS

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.

ACCOUNTABILITIES

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.

COMPANY’S CULTURE

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

JOB REQUIREMENT

• Minimum education of Bachelor degree in Hotel Management or relevant discipline.
• Minimum of 5 years in Front Office experience in a similar capacity preferably in a 5 star class environment.
• Knowledgeable in Front Office Operations.
• Have excellent English communication skills both in written and spoken.
• Possess professional disposition with excellent interpersonal skills.