About us
As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.
Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.
Your day to day
Under the general direction of the Hotel Manager, oversee the activities of the Room Division to ensure the achievement of established quality, guest service standards and departmental revenue and profit goals. Adhere to governmental regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures. Deliver a guest experience that is unique and brings the brand to life.
Financial Returns
- Oversees their implementation
- Ensures training needs analysis of Rooms Division is carried out and training programs are designed and implemented to meet needs
- Conducts probation and formal performance appraisal in line with company guidelines
- Maintains up to date staff records and approves leave requests etc.
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations
Guest Experience
- Build and maintain positive relationships with all customers and guests in order to exceed their needs
- Take action to address these needs in order to exceed their expectations
- Create a positive hotel image in every interaction with internal and external customers
- Champion hotel brand standards
- Ensure your direct reports have current guest focused standards and procedures which are used effectively for training purposes
- Ensure all front office staff provides guests with prompt service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
- Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals
- Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs
People
- Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
- Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations. Ensure staffs have the tools, training, and equipment to carry out job duties
- Promote teamwork and quality service through daily communication and coordination with other departments.
- Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies
Responsible Business
- Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met
- Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
- Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts
- Perform other duties as assigned
- May also serve as manager on duty
- Recognize and develop the potential of yourself and your direct reports
- Use strengths of others to build organization capability for the future and recognize the advantage diversity brings
- Identify and develop talented individuals
- Understand and consider the global nature of the business
- Work effectively with colleagues from different viewpoints, cultures and countries
- Supervises the overall activities of Front Office, Club InterContinental and Housekeeping operations
- Monitors the personnel of these operations to ensure guests receive prompt, cordial attention and personal recognition
- Ensures staff, particularly guest contact personnel, are familiar with Priority Club members, known repeat guests and other VIPs and provide special attention and recognition
- Coordinates exchange of pertinent information between departments within the Division and directs exchange of information with other departments, notably, Engineering and Security
- Consults with Department Heads and General Manager on an ongoing basis to improve business conduct
- Assumes overall responsibility for maintaining presentation standards to ensure facilities and equipment are clean, in good repair and well maintained
- Schedules and regularly conducts routine inspections of areas under control
- Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all front office employees
- Conducts comprehensive monthly departmental meetings to include review of procedures and events which warrant special handling and detailed information
- Promotes Inter-hotel sales and in-house facilities
- Monitors and controls the inventories for operating equipment and supplies
- Communicates to the General Manager to his/her delegate, and other Department heads, all information likely to be of interest to them
- Monitors and controls the Front Office department operation in the areas of revenue expenditure, profitable and performance against budget
Accountability
This is the top room’s division job in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. Directly and indirectly supervises a large number of Front Office, Club InterContinental and Housekeeping employees.
What we need from you
Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business
Administration and 4 years of guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and experience. He/ She must be able to speak Fluent English. Other languages preferred.
What we offer
In return for your hard work, you can look forward to a highly competitive salary and benefits package – including:
- 5-days work week
- Duty Meal
- Uniforms/ Laundry Services
- Midnight Transportation
- Birthday Off
- Learning and Development Opportunities
- Flexi Benefit
- Insurance Coverage
- 50% F&B discount at Hotel’s selected Restaurant
- Special Employee rate at all IHG Hotels worldwide
What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow. And because the InterContinental Hotels & Resorts brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.
So whoever you are, whatever you love doing, bring your passion to the InterContinental Hotels & Resorts brand and IHG and we’ll make sure you’ll have room to be yourself. Find out more about joining us today by going to careers.ihg.com
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.
