Club Manager

Key Responsibilities:

Guest Experience & Service Excellence

• Deliver personalized and anticipatory service to all guests, particularly VIPs, premium members, and long-stay guests.
• Ensure all guest requests, preferences, and special arrangements are fulfilled promptly and professionally.
• Monitor guest satisfaction levels and proactively resolve service issues to ensure exceptional guest experiences.
• Conduct daily review of arrival, departure, and in-house guest profiles to identify special requirements.
• Manage guest complaints and recovery procedures effectively while maintaining service excellence.
• Ensure Butler Services consistently meets Forbes, Leading Hotels of the World, and luxury hospitality standards where applicable.

Butler Operations Management

• Oversee day-to-day operations of the Butler Department and ensure smooth service delivery throughout all shifts.
• Supervise Butler team scheduling, task allocation, and performance monitoring.
• Ensure proper execution of check-in, check-out, unpacking, packing, room orientation, and personalized Butler services.
• Monitor guest requests and service response times to achieve departmental KPIs.
• Conduct regular inspections of guest rooms and suites to ensure readiness and quality standards.
• Ensure all Butler service records and guest preference databases are accurately maintained.

Leadership & Team Development

• Lead, coach, motivate, and develop Butler Associates (Club Assistant) to achieve departmental objectives.
• Conduct onboarding and on-the-job training for new team members.
• Perform regular performance reviews and provide continuous coaching.
• Foster a positive, service-oriented culture focused on luxury guest experience.
• Ensure staff adherence to grooming standards, service etiquette, and hotel policies.

VIP & Luxury Service Management

• Coordinate all VIP arrivals, departures, and special events.
• Liaise with Casino VIP Services, Guest Relations, Housekeeping, Concierge, Food & Beverage, Transportation, Security, and other departments to ensure seamless guest experiences.
• Establish and maintain strong relationships with repeat and high-value guests.
• Anticipate guest preferences through guest history data and personalized service planning.

Administrative Responsibilities

• Prepare departmental reports, manpower planning, and operational analysis.
• Monitor departmental productivity and service quality indicators.
• Assist in annual budgeting and cost control initiatives.
• Ensure compliance with SOPs, policies, audit requirements, and brand standards.
• Participate in departmental meetings and operational briefings.

Health, Safety & Compliance

• Ensure compliance with workplace safety and security policies.
• Adhere to hotel confidentiality requirements regarding guest information.
• Ensure all operations comply with company policies and applicable regulations.
• Maintain emergency preparedness and respond appropriately during incidents.

Job Requirements:

a. Education

• Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management, or related field.

b. Experience

• Minimum 4 to 6 years of experience in luxury hotel operations.
• At least 2 years in a supervisory role within Butler Services, Front Office, Guest Relations, Executive Lounge, or Luxury Hospitality Operations.
• Experience in a Forbes-rated, Leading Hotels of the World, or internationally branded luxury hotel is highly preferred.

c. Knowledge

• Luxury hospitality operations and guest service standards.
• Butler service practices and VIP guest management.
• Front Office and Housekeeping operational processes.
• Hotel Property Management Systems (Opera preferred).
• Guest personalization and service recovery techniques.

d. Skills & Competencies

(i) Leadership

• Team leadership and coaching
• Decision-making
• Conflict resolution
• Performance management

(ii) Service Excellence

• Luxury guest engagement
• Problem-solving
• Attention to detail
• Guest relations management

(iii) Communication

• Excellent verbal and written English
• Strong interpersonal and presentation skills
• Ability to communicate effectively with international guests

e. Personal Attributes

• Professional appearance and grooming.
• Strong sense of discretion and confidentiality.
• Customer-centric mindset.
• Positive attitude and proactive approach.
• Ability to work under pressure in a fast-paced luxury environment.
• Flexible to work on shifts, weekends, and public holidays.

f. Working Conditions

• Based at Crockfords Hotel, Genting Highlands.
• Rotational shifts, including weekends and public holidays.
• Frequent interaction with VIP guests and senior management.
• Standing and walking for extended periods may be required.