Luxury Club Experience Lead

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 134,000 - 246,000; Full time

Job summary

IHG Hotels & Resorts seeks a Regent Club Manager in Kuala Lumpur to provide leadership for the Regent Club team and drive exceptional guest experiences. You will coordinate with Food & Beverage, Housekeeping, Kitchen and Front Office to ensure seamless operations and high service standards.

You will lead training, monitor performance and develop offerings to enhance the value proposition for hotel guests, while managing inventory and financial records to support decision-making.

Qualifications

• Bachelor’s degree in Hospitality Management or related field is required or preferred.
• Fluent English with excellent interpersonal and communication skills.
• Proven leadership and team-building experience in luxury hospitality environments.
• Experience in guest service excellence and handling guest issues effectively.
• Proficiency with MS Office and property management systems.
• Flexibility to work varied shifts, including weekends and holidays.

Responsibilities

• Provide leadership and guidance to the Regent Club team, fostering a positive, collaborative environment.
• Conduct regular training sessions on service standards, product knowledge and guest engagement techniques.
• Delegate tasks effectively, monitor performance and provide constructive feedback to optimise productivity and service quality.
• Lead by example with a commitment to guest service excellence and operational efficiency.
• Monitor team performance metrics and provide input for improvements.
• Coordinate with F&B, Housekeeping, kitchen and Front Office to meet guest requests and integrate Regent Club with hotel operations.
• Promote Regent Club services and amenities to guests, upselling where appropriate.
• Monitor Regent Club usage and guest feedback to identify areas for improvement and enhance value proposition.
• Manage inventory and supplies, ensure stock levels and budget adherence.
• Maintain accurate records of Regent Club operations, guest preferences, inventory and financial transactions.
• Generate reports on occupancy, revenue and guest satisfaction, providing insights for decision-making.
• Handle cash and credit card transactions accurately and efficiently.

Skills

Leadership

Team-building

Interpersonal communication

Guest service excellence

Problem resolution

MS Office

PMS (Property Management System)

Fluent English

Flexibility for shifts

Education

Bachelor’s degree in Hospitality Management or related field

Tools

PMS (Property Management System)

MS Office

Job description

IHG Hotels & Resorts seeks a Regent Club Manager in Kuala Lumpur to provide leadership for the Regent Club team and drive exceptional guest experiences. You will coordinate with Food & Beverage, Housekeeping, Kitchen and Front Office to ensure seamless operations and high service standards.

You will lead training, monitor performance and develop offerings to enhance the value proposition for hotel guests, while managing inventory and financial records to support decision-making.