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JOB OVERVIEW
Under the general direction of the Front Office Manager / Director Of Rooms Division and within the limits of established InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs. Promotes 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 ethos.
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
DUTIES AND RESPONSIBILITIES
Key Responsibilities:
• Monitor Club InterContinental personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through farewell.
• Monitor Club InterContinental personnel to ensure Club InterContinental’s Guests consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service.
• Inspects all VIP rooms prior to arrival
• Oversee maintenance of efficient repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Perform such functions as to include:
oPriority Club and regular guest welcome letters
oSolicitation of Priority Club applications
oAttending to special requests by guests
oDevelop and implement guest telephone contact systems
• Compile, analyses and control Club InterContinental costs.
• Schedule and attend regular Club InterContinental guest cocktail parties and social engagements in an effort to further improve on service delivery
• Review arrival lists for all Club InterContinental arrival guest and VIPs to check room allocations, amenities, and special requests.
• Prepare requisitions for amenities on a timely basis
• Overall responsible for ensuring and maintaining the entire range of services offered for the Club InterContinental and the aim to maximum guest satisfaction
• Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
• Organize and conduct regular meeting for all Club InterContinental staff to facilitate communications and smooth operations
Customer Service:
Demonstrate service attributes in accordance with industry expectations and company standards including:
• Being attentive to Guests
• Accurately and promptly fulfilling Guests requests
• Anticipate Guests needs
• Maintain a high level of knowledge which affects the Guest experience
• Demonstrating a ‘service’ attitude
• Taking appropriate action to resolve guest complaints
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
Health, Safety and Security:
• Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same
• Familiarize yourself with emergency and evacuation procedures
• Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes
Financial Management
• Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure
• On an ongoing basis, control and analyses departmental costs to ensure performance against budget; implementing corrective measures where necessary to produce positive business results
• Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements
People Management:
• Work within the company’s Human Resource Management System to ensure the departmental performance of staff is productive. Duties include:
• Plan for future staffing needs
• Recruit in line with company guidelines
• Prepare detailed induction programs for new staff
• Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
• Ensure training needs analysis of your departmental staff is carried out and training programs are designed and implemented to meet needs
• Actively work at developing your staff and identify high potentials
• Maintain training records for all direct reports and ensure they do the same for their staff
• Conduct probation and formal performance appraisal in line with company guidelines
• Coach, counsel and discipline staff, providing constructive feedback to enhance performance
• Approve leave requests after considering peaks and troughs in the business
• Regularly communicate with staff to maintain good relations
General:
• Comply with the Company’s Corporate Code of Conduct
• Familiarize yourself with the company values and model desired behaviors
• Perform tasks as directed by the Manager in pursuit of the achievement of business goals.
Job Details
| Date Posted: | 2016-11-02 |
| Job Location: | Jordan |
| Job Role: | Management |
| Company Industry: | Hospitality/Tourism/Travel |
Preferred Candidate
| Career Level: | Management |
| Nationality: | Jordan |
| Degree: | Bachelor's degree |
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