ANAインターコンチネンタルホテル東京 - Club InterContinental Assistant Manager

*** Local hiring position***
To apply, candidate must have proper visa or permanent resident qualification in Japan.

Job Overview

Regard each Club InterContinental guests as VIP, providing exceptional service throughout their stay, from check-in to check-out, within the Brand Standards of the hotel. Deliver True Hospitality while overseeing operations to optimize guest satisfaction.

At InterContinental Hotels & Resorts^® we prioritize the cultivation of a sense of uniqueness, cosmopolitanism, and being In-the-Know among our guests. In achieving this, we rely on you to:

• Display charm through a welcoming attitude, confidence, and respectful demeanour.
• Stay in the moment by understanding and anticipating guests’ needs, demonstrating attentiveness, and taking on the responsibility to efficiently accomplishing tasks.
• Make it memorable by having profound knowledge, sharing stories, and presenting your distinctive qualities to shape moments that leave a lasting impact and create a sense of significance for guests.

Duties and Responsibilities

• Reports directly to and communicates with Club InterContinental Manager on all pertinent matters affecting guest satisfaction and hotel operations.
• Ensures that IHG One Rewards and InterContinental Ambassador benefits and recognition are provided to all members staying in the hotel.
• Maintains profile and information of VIPs and regular guests.
• Conducts Safety Culture audits to all P-Levels focused on Check-in, Check-out and Breakfast Standards.
• Conducts and supervises Club operations tasks during assigned shift including but not limited to:
• Check-in and Check-out as per Brand Standard
• Room assignments, amenities, special requests to all arriving guests
• Monthly Upselling Target
• IHG One Rewards Monthly Enrollment Target
• Guiding P-Levels in credit policies and facilities
• Attending to all guests and inter-departmental hotel queries and requests during the shift – Phone, Email, and In-house
• Supports Breakfast, Afternoon Tea, and Cocktail Service
• Cash Handling and Banking Procedure
• Checks and actions day-to-day credit card transactions and issues, if any, and coordinate with finance and other involved departments
• Handles and provides resolution on guest’s complaints based on hotel’s service recovery matrix and/or depending on the situation together with the Club InterContinental Manager.
• Holds Club Team Daily Briefing in the absence of the Club InterContinental Manager, and shares the Hotel’s Metrics scores and target, both daily and month to date.
• Plans monthly roster and controls staff overtime, including Haizen and Stewarding, together with the Club InterContinental Manager
• Coordinates with Kitchen in requesting food orders (A la carte breakfast and A la carte Cocktails based on weekly forecast.
• Analyzes costs and expenses of all the food/beverage orders and inventories together with the Club InterContinental Manager
• Ensures that the team complies with HACCAP and follows the food sanitary policies. 
• Checking and maintaining lounge facilities periodically together with Club InterContinental Supervisor.
• Works with Club InterContinental Manager in the preparation and management of the Department’s budget.
• Attends Hotel Daily Operations Briefings with other hotel leaders and cascades down the topics discussed to club team during club daily briefing.
• Monitors appropriate standards of conduct, uniform, and appearance and grooming of staff based on employee handbook.

Required Skills

• Proficient and professional English / Japanese communication skills – writing and speaking
• Guest Satisfaction Oriented with adept problem-solving skills and organization abilities
• Highly knowledgeable in the use of Microsoft Office and Opera System
• Experienced in food and beverage service
• Knowledgeable in analyzing profit and loss, and all other finance-related matters

Experience

• Minimum 1 year of experience in supervisory and/or leadership role in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.