The posting
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 Rooms Division Manager, support and oversee all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations) to deliver guest experience that is unique and brings the brand to life.
Financial Returns
- Assist in coordinating the preparation of the departmental annual budget
- Control and monitor departmental costs/expenses on an ongoing basis to ensure performance against budget.
- In the absence of the Rooms Division Manager, prepare and submit statistical, performance and forecast reports as necessary, to facilitate Annual budget and strategic plan preparation and provide management with marketing information.
- 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 up selling at the front desk.
Guest Experience
- Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
- Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
- Monitor Front Office, and particularly Guest Relations personnel, to ensure IHG One Rewards members, Ambassadors, known repeat guests and other VIPs receive special attention and recognition
People
- Plans for future staffing needs with the Rooms Division Manager
- Recruits in line with company guidelines
- Prepares detailed induction programmes for new staff
- Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
- Ensures training needs analysis of Front Office staff is carried out and training programmes 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
Responsible Business
- Assists the Rooms Division Manager in all aspects of their duties
- Assist Rooms Division Manager in execution of the management of staff
- Control the availability of rooms, rooms types, accuracy of room count and rate categories
- Maximize occupancy, revenue and average rate while maintaining high service standards
- Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to
- Turn away guests if occupancies deem it necessary ensuring no good-will is lost
- Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
- Be aware 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 in absence of the Rooms Division Manager
- Maintain inter-departmental relationships to ensure seamless customer service
- Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival
- Assist in the preparation of efficient work schedule for Front Office 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
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
- Provide input for Front Office Departmental Meetings and deputizes in cases of absence
- Promote Inter-hotel sales and in house facilities
What we need from you
Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 2 years of Front Office/Guest Service experience including management experience. He/ She have to 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
- 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.
