Club InterContinental Supervisor


Full job details

InterContinental Hotels & Resorts - Middle East & Africa
Job Type
Front Office
Job Level

At InterContinental
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries.  By bringing
your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the
world over.

Job Overview

Under the general
direction of the Guest Relations/Club Lounge Manager and within the limits of
established InterContinental Hotels Group and local policies and procedures, responsible to liaise between
Operational departments to ensure that guest preferences are met and exceeded.
Responsible for all activities relevant to the Club
InterContinental such as VIP relations, rooming of guests, assisting with show
rounds to achieve the highest possible guest satisfaction, while maintaining a
solid relationship with the F&B and Kitchen team to ensure optimal guest

Ensures maximum interaction is achieved with
all hotel guests, specifically guests having access to the Club
Intercontinental, V.I.Ps, and that Loyalty card holders are recognized as per
their status and receives special treatment.

Duties & Responsibilities


  • Promote Inter-hotel sales, in house facilities and Food & Beverage
  • To be fully conversant with the facilities, services and special
    promotions offered by the hotel and to pass this information on to the guest to
    maximize hotel sales.
  • To have a full working knowledge of the IHG Rewards and Ambassador
    programs and its benefits taking every opportunity to enrol new members.
  • Maintain comprehensive knowledge of standard reservation procedures.
  • Ensure that all charges are correctly posted to the guests bills
    following the standard procedures.
  • Deal with cash, check and credit transactions in accordance with the
    hotel and company policy, and ensure that any discrepancies are reported immediately.
  • Responsible for personal cash float and ensure accurate reporting and
    drop of all cash transactions.
  • Be aware of the hotel availability and of every opportunity to maximize
    room revenue.
  • Adhere to company credit policies to ensure that all revenue expected is
  • Ensure that all credit limits are adhered to and to advise the Front
    Office Manager when limits have been reached.
  • To be fully involved in IHG Rewards and ICA enrolments and achieving
    targeted Up-Selling Revenue.
  • Gain understanding of the departmental goals and financial targets and
    support management team to achieve these targets. 
  • Manage Food & Beverage orders in an efficient manner, prepare
    forecast that are pro actively communicated to the Kitchen Team.
  • Recycle
    whenever and wherever possible and enforce cost saving measures where
    appropriate specifically on stationary and hotel collateral material.


  • Comply
    with the hotel rules and regulations and provisions contained in the Employee
  • Comply with the company grooming
  • Comply
    with time and attendance policies.
  • Actively
    participate in training and development programs and maximize opportunities for
    self development.
  • To carry out on the job training for new joiners under the direction of
    line Manager.
  • Actively
    develop positive and effective communication between Club InterContinental team
    and all other operational Departments.
  • Ability to work as part of
    a diverse team with colleagues from different viewpoints, culture and
  • To assist the Manager in
    the development of the Club InterContinental team and actively coach on
    hospitality skills, department procedures etc.
  • Replace colleagues at Guest
    Relations or Front Desk when necessary
  • Assist Manager in preparing
    efficient rosters for function
  • Supervise Club
    InterContinental agents.
  • Attend and actively
    participate in team briefings and departmental meetings
  • Ensure that the handover
    procedures are followed in the transferring of all relevant information on a
    daily basis.


  • Demonstrate service attributes in accordance with
    industry expectations and company standards including:
  • Being attentive to Guests;
  • Accurately and promptly
    fulfilling Guests requests;
  • Anticipate Guests needs;
  • Maintain a high level of
    knowledge which affects the Guest experience;
  • Demonstrating a ‘service’
  • Greet guests at all times in a friendly and helpful
    manner and attempt to learn and use guest’s name at every opportunity.
  • Ensure all measures are taken so as to guarantee that guests depart from the
    hotel with a positive impression of hotel services.
  • Attend to guest’s
    complaints, inquiries and requests, refers problems to Manager if he/she unable
    to assist.
  • Take personal interest and
    pride to ensure that the Club InterContinental Front and Back office areas are
    kept clean and in an orderly state at all times.
  • Handle group check-in when
  • Must ensure high
    recognition of IHG Rewards Club and Ambassador Members in order to achieve
    optimal scores in HeartBeat survey and other Guest Satisfaction surveys.
  • Ensure maximum involvement
    in the HeartBeat program in order to obtain higher results.
  • Responsible and attends to
    guest’s request of using the service of safety box at all times as well as Business
    Centre requests
  • Is fully aware
    of In-house
    F&B outlets operating hours / Spa facilities and services as
    well as other recreation options.
  • Check
    In and
    rooming all Club arrivals according to established procedures
    and brand standards.
  • Anticipate guest’s needs,
    to be aware of all written and spoken requests, to carry out these requests in
    a courteous and helpful manner.
  • Ensure all messages
    received for guests are passed on accurately and as quickly as possible.
  • Has sound knowledge of the
    local area regarding history, places of interest and special events. Knowledgeable
    on how to obtain further information to assist guests.
  • Ensure all customers
    receive a fast, efficient and friendly service following the InterContinental
    Brand Standard Guidelines and the Standard of Operations Procedures of the
  • Perform tasks as directed
    by your manager in pursuit of the achievement of business goals.
  • Is knowledgeable about the different
    software programs utilized in the Guest Services Departmentincluding but not limited to Property
    Management System, Work Order and Glitch report system and electronic devices
    (paging system), etc
  • Actively participate in
    putting forward creative ideas to enhance Club InterContinental experience
    (Variety of F&B offer…etc)


  • Comply with the Company’s Code of Conduct.
  • Comply
    in maintaining security of information relating to customers and colleagues in
    the hotel.
  • Comply
    with discretionary information keeping
  • Align self with the company values, mission and desired behaviors.
  • Monitor the enrolment and correct handling and
    updating of IHG Rewards Club Membership in Loyalty Connect and Opera.
  • Ensure that the handover
    procedures are followed in the transferring of all relevant information on a
    daily basis.
  • Demonstrate understanding
    and awareness of all policies and procedures relating to Health, Hygiene,
    Security and Fire Life Safety as well as emergency and evacuation procedures
  • Ensure all security
    incidents, accidents and near misses are always logged in a timely manner and
    brought to the attention of the Line Manager.
  • Must follow CID rules as
    directed by the Manager.


  • Comply with the Company’s Code of Conduct.
  • Comply
    with the company values and model desired behaviors.
  • Supervise daily tasks and
    responsibilities of the Club InterContinental Agents.
  • Ensure colleague training
    is done on appropriate material and in due time
  • Ensure sufficient working
    material available for team to handle task and that IT material is in order
  • Ensure recognition of
    regular, VIP guests and loyalty card holders.


Do you have what it takes to be a leader in the world's most global hotel company?If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.

Ideally, the candidate must possess
previous supervisory work experience in a Front Office environment or
equivalent. Is a team player and have strong verbal and written communication
skills. He/She must be customer oriented, highly organized and is flexible to
work in various shifts.

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