Premium Membership Sales Manager

Job description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.   

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

 

The Assistant Health Club Manager manages all aspects of the Fitness department. He / she plans, organizes and proactively promotes an extensive range of events and activities, ensuring that all Team Members are suitably prepared to offer the very best standard of service to guests. This role ensures that the facilities are in the best possible operational state and cleanliness. He /she designs, implements, monitors and maintain service initiatives and administrative systems. 

 

What will I be doing? 

As the Assistant Health Club Manager, you will be responsible for performing the following tasks to the highest standards: 

• Communicate effectively both verbally and in writing to provide clear directions to team members.  

• Observe team members’ performance and encourage improvement.  

• Interview, select, train, supervise, evaluate, counsel and administer disciplinary procedures for Health Club team members.  

• Manage the Health Club operations by completing a checklist of important daily tasks, making decisions that are in the best interest of the hotel. 

• Assist the Fitness Centre Manager to complete all work. 

• Flexible to work varying schedules to reflect the business needs of the hotel, due to the cyclical nature of the hospitality industry. 

• Resolve guests’ concerns and implement resolutions by using discretion and judgment. 

• Lead and motivate team members by example and employ competent and consistent management practices. 

• Actively train the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard.  

• Attend trainings where and when required. 

• Coach and mentor team members, reinforcing standards and expectations, motivating team members to strive for established targets. 

• Maintain discipline amongst team members, ensuring consistency in accordance with the team member’s handbook, labour laws and HR guidelines.  

• Distribute appropriate discipline when and where required. 

• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative, providing quality service and customer care to team members and guests. 

• Recruit technically and suitably qualified personnel for the Health Club, providing effective guidance and training in order for them to be effective in the handling of guests’ requests and queries. 

• Create a warm and welcoming arrival for guests, ensuring that they feel “at-home” when they arrive. 

• Handle complaints promptly and efficiently, take necessary actions and inform the Guest Service Manager to follow-up where appropriate.  

• Follow-up with guests to ensure satisfaction with problem resolution. 

• Apply Hilton’s brand standards and act as a role model of how the standards should be carried out in a practical setting. 

• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.  

• Check that all operating equipment in the club is working properly, cleaned and kept safely by team members, informing the engineering department when repairs are needed. 

• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction confirmed. 

• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members. 

• Obtain and oversee the usage of required equipment, facilities and materials. 

• Responsible for the day to day operations of the Health Club, maintaining of the facilities, security for the swimming pool and Health Club, maintenance of event schedules and the availability of regular supplies for the Health Club. 

• Check that all daily towels, locker keys, engineering, housekeeping and operations checklists are in place to ensure smooth operation. 

• Follow-up on problems with the relevant departments. 

• Ensure the hygiene and cleanliness of the Health Club is maintained up to standards. 

• Ensure that the Front Office Manager is informed and up to date on operational issues.  

• Keep up to date and aware of competitors’ activities in order to be proactive and create market advantage. 

• Manage costs effectively by minimizing and controlling expenses. 

• Carry out any other reasonable duties and responsibilities as assigned. 

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice. 

What are we looking for? 

An Assistant Health Club Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: 

• At least 3 years of experience or equivalent combination of education and experience. 

• Thorough organization and supervisory skills. 

• Proficient in accomplishing tasks. 

• Able to effectively deal with internal and external customers with tact and diplomacy, collect and analyze accurate information and resolve conflicts. 

• Physically fit and able to work long hours. 

• Excellent mathematical comprehension to understand and interpret numbers in hotel operations. 

• Good interpersonal skills to provide overall guest satisfaction. 

• Able to work under pressure and deal with stressful situations during busy periods. 

 

What will it be like to work for Hilton? 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!