Club InterContinental and Guest Relations Manager in Adelaide, Australia

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand. Let’s Go Further Together.

As the Club InterContinental and Guest Relations Manager, you will play a pivotal role in ensuring the seamless operation of our exclusive Club InterContinental lounge and enhancing overall guest satisfaction through personalized and proactive service. Reporting directly to the Rooms Division Manager, you will lead a team of dedicated professionals, oversee daily operations, and uphold the highest standards of guest satisfaction and brand excellence.

A little taste of your day-to-day:

• Guest Relations:

• Manage and oversee all aspects of the pre-arrival process, including personalized communication, itinerary planning, and special requests.

• Coordinate meet and greet services and ensure seamless arrivals, including welcome amenities and exceptional first impressions.

• Curate bespoke in-house experiences by maintaining proactive contact with guests, ensuring their needs and preferences are anticipated and met.

• Drive guest satisfaction by subtly enhancing their stay through personalized touches and surprise delights.

• Address and resolve guest concerns and feedback promptly and effectively, ensuring the highest levels of guest satisfaction.

• Club Lounge Operations:

• Provide personalized food & beverage and guest service to a luxury standard, ensuring guest satisfaction.

• Explore ways to enhance guest experiences with tailored amenities or services.

• Maintain departmental standards and procedures, supporting your team to do the same.

• Assume responsibility for all aspects of Club Lounge service, including setup, clearing, and closing procedures.

• Perform front office tasks as needed, including guest reservations, requests, and billing.

• Drive team performance in soft skills, emphasizing Guest Love, Loyalty Recognition, and Problem Handling while ensuring 100% IHG Brand Compliance.

• Team Leadership and Development:

• Lead and develop a dedicated team of guest experience experts, providing guidance, mentorship, and support.

• Identify, recruit, and train team members to uphold the highest standards of guest service and experience.

• Foster a culture of excellence, continuous improvement, and innovation within the team.

• Conduct regular performance reviews and development plans to nurture and grow team capabilities.

• Foster a supportive and inclusive environment within the team to drive motivation and enhance overall morale.

• Collaboration and Communication:

• Encourage guest feedback and promptly address complaints and concerns.

• Communicate guest feedback and relevant information to management professionally and in a timely manner.

• Collaborate with other hotel departments to ensure cohesive and seamless service delivery.

• Support in promoting teamwork and high quality of service by communicating daily and coordinating with other departments.

• Establish and maintain effective working relationships with colleagues and departments.

• Provide feedback, attend meetings, and stay updated on hotel/corporate communications.

• Operational Support:

• Assist with UKG management, including scheduling and leave requests.

• Ensure food and drinks are securely stored, minimizing waste by keeping stock replenished.

• Coordinate regular stocktakes and manage inventory levels accordingly.

• Support implementation of workplace health, safety, and wellbeing initiatives.

• Participate in investigations and recommend corrective actions for workplace incidents.

• Facilitate reporting of workplace hazards and incidents.

• Handle ad-hoc duties as needed to support the team.

What we need from you:

• Demonstrated experience in a hotel environment, preferably in either front desk or food & beverage.

• Previous experience in leading a team is highly regarded.

• Compliance with local laws on food handling and serving alcohol – you’ll need to be above the minimum age required and have valid South Australian Responsible Service of Alcohol Certification.

• Strong communication skills – guests will need to come to you with concerns as well as compliments, so you’ll need to be easy to talk to.

• Excellent problem-solving skills to turn issues into opportunities, ensuring every guest leaves with great memories.

• Fluency in English – extra language skills would be great, but not essential.

• Flexibility – morning, night, weekend, and public holiday shifts are all part of the job.

• Physical strength – sometimes you’ll need to lift, push, and pull objects up to 23kgs.

What you can expect from us:

You’ll be rewarded for your hard work with a suite of benefits that supports you and your family’s well-being, including:

• Paid birthday leave

• Hotel perks like accommodation and food & beverage discounts

• Enhanced parental leave

• Proactive health days and flexible work options.

• Your career journey will be supported through our lifelong development program

• IHG Career Milestone celebrations

• Transfer of entitlements as you move and grow with IHG.

• Access to our discount retail platform that makes your pay go even further

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our my Wellbeing Framework, we are committed to supporting well-being in your health, lifestyle, and workplace.

Don’t quite meet every single requirement, but still believe you’d be a great fit for the job? We’ll never know unless you hit the ‘Apply’ button. Start your journey with us today.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don’t quite meet every single requirement, but still believe you’d be a great fit for the job? We’ll never know unless you hit the ‘Apply’ button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual’s, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.