Club Lounge Agent - CP

Role Overview

Club Lounge Agent at IHG Hotels & Resorts. This role delivers personalized service at the Club Lounge, ensuring every guest experiences a genuinely memorable stay through attentive, anticipatory hospitality.

Role Purpose

Create a warm, welcoming atmosphere while handling all Club Lounge operations—from guest arrivals and key management to personalized service delivery and issue resolution. You are the trusted contact who anticipates guest needs, offers local insights, and ensures a friction-free experience.

Key Responsibilities

Guest Service & Hospitality

• Greet and welcome all guests in a friendly and helpful manner, using guest names at every opportunity.
• Deliver personalized service as the foundation of all guest interactions.
• Stay one step ahead of guests' needs by recording and acting on their preferences.
• Be a trusted contact for all guests, helping with bill issues, local knowledge, and connecting them to management when necessary.
• Anticipate and handle guest messages, requests, questions, and concerns.

Club Lounge Operations

• Maintain full awareness of arrivals at the Club Lounge, including regular guests, Club Floor guests, ICA members, and VIP guests.
• Read communication logbooks and notice board at the beginning of each shift.
• Answer the telephone promptly using your name and department in a polite and courteous manner.
• Manage guest in and out procedures: take IDs, hand out room keys, and control and release safety deposit boxes.
• Always know what events and activities are on the day's schedule.

Safety & Compliance

• Follow all safety procedures at all times.
• Report all incidents as required.
• Wear any protective gear needed.

Brand Representation

• Take pride in your appearance and present yourself as a brand ambassador.

Additional Support

• Jump into other ad-hoc duties when colleagues need your help.