Club Operations and Experience Manager

About the role

Raffles the Palm Dubai, opened in 2021 on Palm Jumeirah, is a luxury beach resort with 340 rooms, suites and villas. The Raffles Club Operations and Experience Manager leads the day-to-day operation and ongoing development of the Raffles Club, driving positive change, raising service standards and creating distinctive experiences across breakfast, afternoon tea and aperitivo. The role works closely with Rooms, Food and Beverage, Culinary and other hotel teams.

Key responsibilities

• Lead the Club during operating hours and set clear service expectations, delivering warm, personalised and discreet service from welcome to farewell
• Shape guest experiences for breakfast, afternoon tea and aperitivo, coordinating menus, presentation and service with Food and Beverage and Culinary teams
• Meet guests, maintain accurate guest preferences and history, handle complaints and follow up on corrective actions
• Coordinate welcome letters, amenities and other guest arrangements, and promote the hotel's facilities
• Oversee food and beverage service, food quality, beverage standards, buffet and table presentation, and stock check and inventory management
• Calculate and review food and beverage costs per service period, monitor spend against budget and actual covers, and manage day-to-day operating expenses
• Identify opportunities to improve service, operations and the guest journey, and turn guest insights into action plans
• Lead, coach and develop the Club team, support recruitment and induction, prepare duty and vacation schedules, and run briefings, probation reviews and performance appraisals
• Work with the Director of Rooms to prepare and manage the departmental budget, control inventory and operating supplies, and organise the operation according to occupancy forecasts
• Follow health, safety and security policies and keep the lounge clean and safe

Required profile

• Degree or equivalent in tourism, hospitality or hotel management
• At least five years of relevant experience, including a minimum of three years in a management role
• Hands-on experience overseeing food and beverage service, ideally in a luxury hotel lounge, club or comparable operation
• Fluent English; knowledge of another language is an advantage
• Proven ability to manage budgets, control costs and monitor performance measures

Required skills

• Strong knowledge of Micros and Microsoft Office
• Opera Cloud experience is an advantage

What we offer

• Complimentary upgrades
• Extended stays and discounted stays across Fairmont and Raffles properties
• Special dining and wellness discounts