Club Lounge Manager

The Fairmont Hanoi will open in the Vietnamese capital before year end of 2025, making it the first Fairmont brand in the country. The 241-room luxury hotel will take design inspiration from the art of lacquer with the traditional colours of Vietnam, the Indochinese style from the French colonial period, and draws motifs from Vietnam’s dynasties. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as two indoor and outdoor swimming pools, an extensive gym and an entire floor of wellness spa and bathhouse. For corporate and social groups, the Fairmont Hanoi will offer three ballrooms, the largest being a 1,100m2 grand ballroom as well as nine meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Hanoi is set to become the social epicentre of Hanoi!

As Club Manager at Fairmont, you will lead the Fairmont Gold (Club Lounge) operations, delivering personalized service to our most discerning guests. You will manage daily lounge operations, ensure luxurious service standards, and cultivate a warm, elegant, and welcoming atmosphere that reflects Fairmont’s signature luxury experience.

Responsibilities

Guest Experience & Service Excellence

• Personally welcome Fairmont Gold guests and oversee all aspects of their stay
• Ensure consistent delivery of personalized, anticipatory service in the lounge and guest rooms
• Handle VIP arrivals, special requests, and guest feedback with efficiency and grace
• Maintain close guest relationships and proactively engage to enhance highest satisfaction

Daily Operations

• Manage the day-to-day operations of the Fairmont Gold Lounge, including breakfast, afternoon tea, and evening cocktail
• Coordinate with Food & Beverage, Culinary, Housekeeping, and Front Office teams to ensure seamless service
• Monitor cleanliness, setup, and ambiance of the lounge in line with brand standards
• Ensure compliance with food safety and hygiene regulations

Team Leadership & Management

• Lead, train, and motivate the Fairmont Gold team to consistently exceed guest expectations
• Schedule team members based on occupancy and business demand
• Conduct regular briefings, performance reviews, and coaching sessions
• Promote a service culture of warmth, attention to detail, and excellence

Administrative & Reporting

• Monitor and control Gold Lounge costs, inventory, and supplies
• Prepare reports on guest feedback, service trends, and team performance
• Manage reservations, room allocations, and VIP profiles in Opera system
• Act as liaison for guests during their stay and ensure follow-up after departure

Knowledge and Experience

• Degree or diploma in Hospitality Management or related field
• Minimum 1-2 years in a leadership role in Club Lounge, Guest Relations, or Front Office in a luxury hotel
• Proficiency in Opera PMS and Microsoft Office
• Fluent in English, both verbal and written
• Flexible working shifts, weekends, and holidays as required

Competencies

• Guest-oriented and customer focus service minded
• Excellent communication and interpersonal skills
• Strong attention to detail and ability to handle multiple priorities
• Courteous and helpful
• Comfortable working in a dynamic and multicultural environment