OVERVIEW OF POSITION
The Assistant Rewards Club Manager provides operational and leadership support to the Front Desk Manager, focusing on day-to-day supervision, staff performance, and guest satisfaction. This role ensures seamless execution of loyalty initiatives and high standards in reception and club operations, while actively developing team capabilities and enhancing guest experience.
KEY DUTIES AND RESPONSIBILITIES
Duties may include but are not limited to:
- Assist the Front Desk Manager in overseeing all club operations and staff management.
- Support training, scheduling, and daily supervision of rewards club team.
- Lead by example in delivering exceptional guest service.
- Handle escalated guest inquiries and resolve service issues with professionalism.
- Monitor guest traffic, staff allocation, and service efficiency.
- Coordinate guest feedback collection and initiate service improvements.
- Liaise with marketing to ensure timely communication and rollout of promotions.
- Assist with reporting, membership data integrity, and KPI monitoring.
- Support internal communication and team engagement activities.
- Perform other duties as assigned by manager.
KEY FUNCTIONS
Operations Oversight:
- Ensure smooth daily functioning of the Club area and guest service.
- Act as acting Manager when required.
Team Supervision & Development:
- Train, coach, and evaluate team performance.
- Facilitate team meetings and shift handovers.
Membership & Engagement:
- Support implementation of promotions and loyalty engagement campaigns.
- Analyze guest/member data for trends and opportunities.
Guest Service Leadership:
- Ensure all guest interactions meet COSMO service standards.
- Address high-priority service concerns and VIP handling.
QUALIFICATIONS INCLUDE THE FOLLOWING
- Minimum 4 years of experience in hospitality, membership, or customer service roles.
- 2 years of leadership/supervisory experience.
- Bachelor's degree in Hospitality, Marketing, or related field preferred.
- Strong organizational and communication skills.
- Fluency in English; knowledge of other Asian languages is a plus.
- Experience with loyalty program systems and reporting tools is advantageous.
