InterContinental Hotels & Resorts
Club InterContinental Manager
October 2014 — Present
. Ensure team members provide guests with prompt service, professional attention and personal recognition.
Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
Deal with guest complaints promptly, efficiently and professionally and use service recovery when necessary.
Communicate any outstanding guest requests or issues to other necessary departments and ensure follow up.
Collect, provide and maintain comprehensive updated In the Know knowledge to be prepared to meet guest requests and deliver superior service. Ensure that the Training is conducted within the department.
Have the ability to foster a good guest relationship in a very short space of time.
Co-ordinate interviews of potential applicants To help the Human Resources select the right candidates.
Ensure vacation planning for the staff.med year review, performance, personal development plan.
ensure job descriptions are prepared for all positions within the department