Key
Responsibilities:
Guest Experience
data-start="791" data-end="1251">
data-end="869">Welcome all members and guests in a warm, professional,
and engaging manner.
data-end="982">Deliver a seamless arrival and departure experience while
ensuring IHG service standards are consistently met.
data-section-id="2csj3u" data-start="983" data-end="1070">Handle guest
enquiries, complaints, and service recovery promptly and professionally.
data-section-id="ehgc1x" data-start="1071" data-end="1179">Build strong
relationships with regular members and hotel guests to encourage loyalty
and repeat business.
data-end="1251">Ensure guest privacy and confidentiality are maintained at all
times.
Sales & Membership
data-start="1276" data-end="1802">
data-end="1329">Drive monthly membership sales and revenue targets.
data-section-id="1tuyjy5" data-start="1330" data-end="1449">Promote health club
memberships, fitness programs, personal training sessions, swimming lessons,
and retail products.
data-end="1551">Conduct club tours for prospective members and explain available
facilities and membership options.
data-start="1552" data-end="1609">Upsell hotel wellness packages and seasonal
promotions.
data-end="1716">Maintain an active database of membership enquiries and conduct
follow-up calls to maximize conversions.
data-start="1717" data-end="1802">Prepare membership contracts and ensure all
documentation is complete
and accurate.
Operations
data-start="1819" data-end="2360">
data-start="1819" data-end="1885">Supervise the day-to-day operation of
the Health Club reception.
data-end="1981">Ensure accurate cashiering, billing, membership processing,
and daily revenue reconciliation.
data-start="1982" data-end="2064">Monitor booking schedules for personal
training, classes, and wellness services.
data-start="2065" data-end="2153">Maintain adequate stock of towels, guest
amenities, retail items, and office supplies.
data-start="2154" data-end="2262">Coordinate with Housekeeping and Engineering
to maintain facility cleanliness and equipment functionality.
data-section-id="2dk804" data-start="2263" data-end="2360">Ensure all health
club areas comply with IHG brand standards, hygiene, and safety
requirements.
Team Leadership
data-start="2382" data-end="2720">
data-end="2434">Supervise, coach, and motivate the reception team.
data-section-id="chkmfg" data-start="2435" data-end="2489">Prepare staff
schedules to ensure adequate coverage.
data-start="2490" data-end="2589">Conduct daily briefings and communicate
promotions, occupancy forecasts, and operational updates.
data-section-id="1vqm74y" data-start="2590" data-end="2667">Monitor colleague
performance and provide ongoing coaching and development.
data-section-id="uque8" data-start="2668" data-end="2720">Support onboarding
and training of new
colleagues.
Administration
data-start="2741" data-end="3016">
data-end="2808">Prepare daily, weekly, and monthly operational and sales
reports.
data-end="2859">Monitor membership renewals and retention rates.
data-section-id="guu546" data-start="2860" data-end="2918">Maintain accurate
guest profiles and membership records.
data-start="2919" data-end="3016">Ensure compliance with hotel policies, cash
handling procedures, and data privacy
requirements.
Day-to-Day
Tasks
data-section-id="qcn683" data-start="3043" data-end="3105">Open and inspect
the Health Club reception before operation.
data-start="3106" data-end="3157">Conduct daily briefing with reception
colleagues.
data-end="3235">Check facility cleanliness and readiness with Housekeeping
and Engineering.
data-end="3290">Welcome members and hotel guests throughout the day.
data-section-id="1cxinrc" data-start="3291" data-end="3348">Process check-ins,
memberships, renewals, and payments.
data-start="3349" data-end="3408">Respond to telephone calls, emails, and online
enquiries.
data-end="3458">Conduct facility tours for prospective members.
data-section-id="1k7aav1" data-start="3459" data-end="3521">Promote memberships,
wellness packages, and retail products.
data-start="3522" data-end="3595">Coordinate bookings for personal training
sessions and fitness classes.
data-start="3596" data-end="3649">Resolve guest concerns promptly
and professionally.
data-end="3696">Monitor daily attendance and facility usage.
data-section-id="5vh4uh" data-start="3697" data-end="3770">Verify cash float,
prepare cashier reports, and reconcile transactions.
data-section-id="svossb" data-start="3771" data-end="3818">Update membership
database and sales tracker.
data-end="3878">Follow up with membership leads and expiring
memberships.
data-end="3910">Prepare shift handover notes.
data-start="3911" data-end="3985">Ensure reception, lobby, and fitness areas
remain clean and presentable.
data-start="3986" data-end="4054">Complete end-of-day reports and secure all
cash
and documentation.
Qualifications
data-start="4079" data-end="4585">
data-start="4079" data-end="4220">Diploma or Bachelor's Degree in Hospitality
Management, Business Administration, Recreation Management, Sports Science, or
a related field.
data-end="4312">Minimum 2–3 years' experience in a hotel Health Club, Spa,
Recreation, or Fitness Centre.
data-start="4313" data-end="4372">At least 1 year in a supervisory or team
leadership role.
data-end="4471">Previous experience in membership sales or customer relationship
management is highly preferred.
data-start="4472" data-end="4534">Experience with hotel PMS and Microsoft Office
applications.
data-end="4585">CPR and First Aid certification is
an advantage.
Skills & Competencies
data-start="4617" data-end="5177">
data-end="4668">Excellent guest service and interpersonal skills.
data-section-id="90l92a" data-start="4669" data-end="4720">Strong sales,
negotiation, and closing abilities.
data-start="4721" data-end="4755">Leadership and team development.
data-section-id="of0c6j" data-start="4756" data-end="4809">Commercial awareness
with a results-driven mindset.
data-start="4810" data-end="4855">Cash handling and financial
accountability.
data-end="4932">Effective communication in English; additional languages are
an advantage.
data-end="4975">Problem-solving and conflict resolution.
data-section-id="1im8czy" data-start="4976" data-end="5024">Strong
organizational and multitasking skills.
data-start="5025" data-end="5099">Ability to work flexible shifts, including
weekends and public holidays.
data-end="5177">Professional grooming and presentation consistent with IHG brand
standards.
What We Offer
At
IHG Hotels & Resorts, we believe in empowering our colleagues to grow,
succeed, and belong. We offer a supportive and inclusive workplace, competitive
compensation and benefits, learning and development opportunities, global career
mobility, and the chance to be part of a team committed to delivering
data-start="5506" data-end="5535">True Hospitality for Good every
day.
