Club InterContinental Manager at InterContinental Chiang Mai The Mae Ping

Key Responsibilities

Inspire Incredible and Personalised Guest Experiences

• Translate Inspire Incredible into daily service behaviours through genuine connections, thoughtful gestures and anticipation of individual needs.
• Oversee the Club guest journey from pre-arrival planning and personalised welcome through departure and follow-up.
• Use guest preferences and stay history to create relevant experiences while protecting guest privacy.
• Share local knowledge and curate recommendations that connect guests with Chiang Mai’s culture, heritage and community.
• Ensure appropriate recognition of VIPs, returning guests, InterContinental Ambassador and Royal Ambassador members, and IHG One Rewards members, delivering benefits according to applicable programme terms.
• Coordinate with Front Office, Housekeeping, Concierge, Culinary and Food & Beverage to ensure seamless service.

Guest Love Score and Service Recovery

• Drive departmental actions that contribute to achieving or exceeding the hotel’s approved Guest Love Score target.
• Review guest feedback, survey results, complaints and online reviews to identify service gaps and recurring concerns.
• Develop corrective action plans with clear owners, deadlines and follow-up measures.
• Engage with guests during their stay, resolving concerns promptly within delegated authority and confirming satisfaction.
• Share guest insights during briefings and departmental meetings, turning feedback into practical service improvements.
• Encourage authentic guest feedback in accordance with IHG policies.

Club InterContinental Operations and Brand Standards

• Manage daily lounge operations and all approved Club food and beverage presentations.
• Maintain service delivery, presentation, ambience, cleanliness and colleague grooming in line with current InterContinental and Club InterContinental standards.
• Verify Club access and entitlements accurately, explaining benefits clearly and professionally.
• Coordinate food quality, replenishment, dietary requirements and allergen communication with Culinary and Food & Beverage.
• Conduct operational checks and maintain readiness for brand assessments and quality audits.
• Maintain effective handovers, guest records and departmental operating procedures.

People Leadership

• Recruit, train, coach and develop colleagues to deliver confident, intuitive and personalised luxury service.
• Embed Inspire Incredible in onboarding, briefings, coaching and recognition.
• Plan rosters according to occupancy, lounge usage, service demand and approved staffing levels.
• Set clear performance expectations and provide regular feedback.
• Build knowledge of Club benefits, loyalty programmes, local experiences, service recovery and food and beverage offerings.
• Promote teamwork, accountability, inclusion and a culture where colleagues feel comfortable raising concerns.

Financial and Commercial Performance

• Manage payroll, food, beverage and operating expenses within approved budgets.
• Monitor stock, consumption and wastage, taking corrective action where required.
• Support Club upgrades and relevant additional revenue opportunities through clear communication of value and benefits.
• Review productivity and operating results, improving efficiency while maintaining brand standards and guest experience.

Safety and Compliance

• Maintain food safety, hygiene, allergen awareness and responsible beverage service practices.
• Ensure compliance with guest privacy, security and hotel policies.
• Train colleagues in emergency procedures and promptly address incidents, hazards and maintenance defects.

Qualifications and Experience

• Degree or diploma in hospitality management or a related field preferred.
• Previous management or supervisory experience in a luxury hotel’s Club Lounge, Front Office or guest experience operation.
• Strong understanding of personalised luxury service, lounge operations and food and beverage service.
• Proven ability to lead teams, resolve guest concerns and improve guest satisfaction.
• Strong communication, planning, financial awareness and coaching skills.
• Proficiency in English; Thai and additional languages are an advantage.
• Experience with hotel property management systems and guest preference management.
• Flexibility to work shifts, weekends and public holidays.