Job Summary:The Club Agent is responsible for providing an exclusive, personalized, and seamless experience for guests staying in the hotel's premium Club Lounge. This role focuses on delivering outstanding service to VIP guests, loyalty members, and high-value clientele, ensuring their comfort and satisfaction with club-level amenities, services, and offerings. The Club Agent is expected to maintain the highest standards of professionalism, discretion, and guest service at all times.Key Responsibilities:Guest Service & Experience:

• Provide personalized check-in and check-out services for Club Lounge guests.
• Welcome VIP and repeat guests upon arrival, ensuring a warm and efficient experience.
• Manage guest requests and offer personalized recommendations for amenities, dining, and local attractions.
• Assist with reservations, transportation, and special requests (e.g., spa, restaurant, excursions).
• Ensure that all guest preferences and special requests are noted and addressed throughout their stay.

Club Lounge Operations:

• Oversee the operation of the Club Lounge, ensuring a welcoming, luxurious, and clean environment at all times.
• Prepare and serve refreshments, snacks, and drinks in accordance with the lounge offerings and guest expectations.
• Coordinate with housekeeping, kitchen staff, and other departments to ensure seamless service delivery.
• Manage the club's exclusive services, including concierge assistance, business support, and leisure activities.

Guest Relations & Engagement:

• Build and maintain relationships with club-level guests to ensure a personalized and memorable experience.
• Respond promptly to guest inquiries, concerns, or requests, and escalate issues as necessary to management.
• Monitor guest satisfaction and ensure continuous service improvement through feedback and follow-ups.

Administrative Duties:

• Maintain accurate guest profiles, noting preferences, special requests, and feedback.
• Track and manage club services, including room upgrades, amenities, and loyalty program benefits.
• Ensure compliance with hotel policies and Club Lounge standards in all aspects of service.

Event Coordination & Special Requests:

• Coordinate private events and meetings in the Club Lounge, ensuring all details are meticulously handled.
• Assist guests with organizing special occasions, such as birthdays or anniversaries, within the Club Lounge.

Qualifications and Skills:Education and Experience:

• High school diploma or equivalent required; a degree in Hospitality Management or a related field is preferred.
• Minimum 2 years of experience in a luxury hotel, Club Lounge, or similar guest-facing role.

Core Skills:

• Strong communication and interpersonal skills, with a focus on guest service.
• Excellent organizational and multitasking abilities.
• Ability to handle multiple requests efficiently while maintaining attention to detail.
• Proactive service delivery and guest satisfaction focus.

Technical Skills:

• Familiarity with property management systems (e.g., Opera, Amadeus).
• Competence in MS Office Suite and other digital tools used for guest services.
• Knowledge of loyalty programs, premium guest services, and Club Lounge operations.

Personal Attributes:

• Professional appearance and polished demeanor in line with luxury hotel standards.
• Empathy, patience, and a guest-focused attitude.
• Ability to work independently and as part of a team.
• High level of discretion and confidentiality.

Working Conditions:

• Flexibility to work shifts, including evenings, weekends, and holidays.
• Ability to stay calm and composed in a fast-paced, high-demand environment.

Key Competencies:

• Exceptional Guest Service
• Attention to Detail
• Relationship Building
• Organizational Skills
• Upselling and Promoting Hotel Services
• Problem-Solving and Resolution

Deka Minas