WHAT’S THE JOB?
Under the general direction of the Director of Rooms, 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. Report to Director of Rooms. Typically supervises operations under Front Office, Guest Relations, Uniform Services, Instant Service, Club InterContinental Lounge and Butlers.
YOUR DAY TO DAY
- Assists in coordinating the preparation of the departmental annual budget.
- Identifying, monitoring and controlling departmental costs on an ongoing basis to ensure performance against budget and monthly forecast.
- Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
- Make sure all CSA policies are in compliance and preparing a monthly report for the DOR.
- Assists in planning for future staffing needs and recruiting in line with company guidelines.
- Prepares and administers detailed on boarding 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.
- Ensure training needs analysis of Front Office staff carried out and training programmes are designed and implemented to increase staff efficiency.
- Promote and implement a cross training and multi tasking work culture.
- Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
- 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.
- 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.
- Conduct routine service audits to identify shortfalls and address them.
- Initiating and maintaining a analytical approach to evaluate glitches and implementing corrective actions to reduce re-occurrence.
- Reports directly to and communicates with the Director of Rooms on all pertinent matters affecting guest service and hotel operations.
- Maintain inter-departmental 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.
- Compile statistics for front office and provide reports relating to that area
- 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 DOR/GM of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information.
WHAT WE NEED FROM YOU
- Diploma or equivalent in Hotel Management, Marketing, or related field.
- Minimum 1 year of relevant experience or similar capacity, or an equivalent combination of education and work-related experience.
- Related experience in a luxury hotel is preferred.
- Strong presentation, communication, written and oral skills
- Adaptable in shifting working schedules and may be required to work nights, weekends, and/or holidays.
- Strong interpersonal skills to develop and foster beneficial relationships
- High level of passion, enthusiasm and drive for result
- High level of common sense and high skill of problem solving and decision making
- Problem solving, analytical, reasoning, motivating, organizational and training abilities
- Career switchers are welcome/At least 2 years of managerial experience in the service industry
