Club Manager / Assistant Club Manager

Orchard Hotel Singapore; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Orchard Hotel Singapore seeks a Club Manager to oversee the Club Lounge operations, guest experience, and profitability. You will ensure service standards, maintain cleanliness, coordinate with Front Office, Housekeeping and F&B, and lead a team to deliver professional, personalised service.

Reporting to the Rooms Division Manager, you will monitor guest flow, staff deployment, costs, and compliance with safety and hygiene requirements to sustain top guest satisfaction and repeat business.

Job description

Reporting to the Rooms Division Manager, the Club Manager is responsible for the overall operation, service standards, guest experience, and profitability of the Club Lounge.

Club Lounge Operations

• Oversee the smooth, efficient, and effective day-to-day operations of the Club Lounge.

• Ensure the Club Lounge is well-maintained, clean, welcoming, and properly prepared for daily operations.

• Handle and oversee guest check-in and check-out at the Club Lounge.

• Ensure all operational procedures, policies, and service standards are consistently followed.

• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest service.

• Monitor lounge occupancy, guest flow, and staffing levels to ensure adequate operational coverage.

Guest Experience & Service Excellence

• Ensure all guests receive personalized, professional, and attentive service throughout their stay.

• Maintain high standards of guest satisfaction and promptly address guest requests, feedback, and complaints.

• Build strong relationships with regular, VIP, and repeat guests and anticipate their needs.

• Monitor and improve guest satisfaction and online review scores through continuous service improvement.

• Follow up on guest feedback and implement appropriate corrective and preventive actions.

• Handle service recovery professionally and empower team members to resolve guest concerns where appropriate.

Food & Beverage Management

• Ensure the quality, presentation, freshness, and quantity of food and beverages served in the Club Lounge meet established standards.

• Monitor buffet and beverage presentations and ensure timely replenishment throughout service periods.

• Ensure compliance with food hygiene, safety, and sanitation requirements.

• Monitor food and beverage consumption to minimize wastage and control costs.

• Coordinate with the relevant departments and suppliers to ensure adequate stock and timely replenishment.

Team Leadership & Development

• Lead, manage, and motivate the Club Lounge team to consistently deliver exceptional service.

• Prepare staff schedules and ensure appropriate manpower deployment based on business levels.

• Conduct daily briefings and communicate operational updates, guest preferences, and service priorities.

• Train, coach, and mentor team members to improve their knowledge, skills, and service performance.

• Monitor individual and team performance and provide regular feedback and guidance.

• Foster a positive, professional, and guest-focused working environment.

• Ensure team members maintain proper grooming, conduct, and service etiquette.

Cost Control & Financial Management

• Monitor and control operating costs to achieve departmental profitability without compromising service quality.

• Manage food, beverage, linen, operating supplies, and other departmental expenses effectively.

• Monitor inventory levels, consumption, wastage, and stock movement.

• Ensure proper handling and control of cash, billing, complimentary items, and guest entitlements, where applicable.

• Review operational expenses and identify opportunities for cost savings and efficiency improvements.

• Ensure all financial and operational procedures are strictly adhered to.

Standards, Compliance & Safety

• Ensure compliance with hotel policies, SOPs, health and safety regulations, and relevant statutory requirements.

• Maintain accurate operational records, reports, and documentation.

• Conduct regular inspections of the Club Lounge and take immediate action to rectify deficiencies.

• Ensure proper handling of incidents, emergencies, and security-related matters in accordance with hotel procedures.

• Maintain confidentiality of guest information and hotel-related matters.

Continuous Improvement

• Identify opportunities to improve Club Lounge operations, service delivery, guest satisfaction, and revenue/profitability.

• Review operational procedures and recommend improvements to enhance efficiency and service quality.

• Keep abreast of hospitality trends and implement relevant best practices.

• Assist the Rooms Division Manager with departmental projects, initiatives, and reports as required.

Key Responsibilities at a Glance

The Club Manager is ultimately accountable for smooth Club Lounge operations, exceptional guest experience, effective team performance, consistent service standards, food and beverage quality, cost control, and overall departmental profitability.