WHAT'S THE JOB
Under the general direction of the Club InterContinental Manager, and within the limited of established IHG and local hotel policies and procedures, provides supportive functional assistance to all departments; interact with guests and members of the community. They will also coordinate with all other departments within the hotel.
This job is the Managerial role at a full-service hotel or at a regional extended-stay hotel. Reports to Club InterContinental Manager/Rooms Division Manager. Typically supervises operations under Club InterContinental Lounge, both Club reception tasks and Club InterContinental Dining Experience.
Promote the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand.
YOUR DAY-TO-DAY
Financial Returns
- Assist in coordinating the preparation of the departmental annual budget.
- Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
- Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
- Oversee night audit function and preparation of daily financial reports.
- Develop plans to increase occupancy and ADR through walk-ins and upselling at the club reception desk.
- Supervise the Club InterContinental team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
People
- Assists in planning for future staffing needs and recruiting in line with company guidelines
- Prepares and administers detailed onboarding program for new staff
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
- Provides input for probation and formal performance appraisal discussions in line with company guidelines
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations
- Ensures training needs analysis of Club InterContinental staff carried out and training programmes are designed and implemented to meet needs
- Conducts probation and formal performance appraisal in line with company guidelines
- Maintain up to date staff record and approves leave requests etc
Guest Experience
- Builds, delivers and maintains a high level of Club InterContinental experience across the guest journey
- Knows and understands all Club InterContinental guests to deliver intuitive and At Your Side service
- Build and maintain positive relationships with all internal 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
- Adhere to hotel brand standards and ensure the team are delivering up to date service standards
- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
- Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
- Maintain current Hotel information to be able to provide information to guests
- Consistently review the hotel performance and ensure the team are delivering recognition to our loyal guests within the IHG Rewards Club and InterContinental Ambassador membership
- Monitor the Club InterContinental team performance and ensure guests receive prompt, cordial attention
- All issues faced by guests should be promptly resolved, ensuring guest leaves the hotel satisfied.
- Works closely with Executive Chef and Director of Food & Beverage to refresh Club InterContinental food and beverage experiences to ensure a high standard of offerings for our most premium guests
Responsible Business
- Reports directly to and communicates with the Rooms Division Manager on all pertinent matters affecting guest service and hotel operations
- Maintain interdepartmental relationships to ensure seamless customer service
- Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well-maintained.
- Schedule and regularly conducts routine inspections of area under his/her control
- Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
- Know system recovery procedures
- Interpret computer reports
- Compile statistics for front office and provide reports relating to that area
- Continually check the accuracy of room count
- Approve upgrades and special amenities
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
- Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
- Communicate to the General Manager of his/her guests and updates all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information
- Maintain all procedures and adheres to them within IHG guidelines; in particular with emphasis on hotel credit policy
- In conjunction with the Emergency Response Team, prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings etc.
- Prepares efficient work schedule for Club InterContinental Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
- Checking billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police and emergency personnel
- Perform other duties as assigned or when required to support operations
- May also serve as Manager on Duty
