JOB OVERVIEW

Under the general direction of the Front Office Manager, and within the limits of established InterContinental Hotels Group policies and procedures and local hotel policies
and procedure, assists in the forward planning of the department which includes Duty Manager, Guest Relations, Reception, Telephone Services, Business Centre and Concierge operations.

We want our guests to feel able to do their best, achieve their goals and be recognized for their success. To help them, we need you to stay One Step Ahead and:

• Create Confidence – by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’ pace in all you do.
• Encourages Success – by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important and offering thoughtful choices to help them feel restored and balanced.
• Make It Happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.

Duties and Responsibilities

1. Assists the Front Office Manager in all aspects of their duties

2. Assist Front Office Manager in execution of the management of colleague

3. Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition

4. Monitor Front Office and particularly Guest Relations personnel, to ensure our members, known repeat guests and other VIPs receive special
attention and recognition

5. Control the availability of rooms, rooms types, accuracy of room count and rate categories

6. Maximize occupancy, revenue and average rate while maintaining high service standards

7. Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to

8. Turn away guests if occupancies deem it necessary ensuring no good-will is lost

9. Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met

10. Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out

11. Know system recovery procedures

12. Interpret computer reports

13. Compile statistics for front office and provide reports relating to that area

14. Continually check the accuracy of room count

15. Approve upgrades and special amenities in absence of manager

16. Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival

17. Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees

18. Provide input for Front Office Departmental Meetings and deputizes in cases of absence

19. Promote Inter-hotel sales and in house facilities

20. Demonstrate service attributes in accordance with industry expectations and company standards including being attentive to guests, accurately and promptly
fulfilling guest’s requests, anticipate guests needs, maintain a high level of knowledge which affects the guest experience and demonstrate a ‘service’ attitude.

21. Taking appropriate action to resolve guest complaints

22. Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers

SELF MANAGEMENT

1. Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook 

2. Comply with Company Grooming Standards at all times to portray a professional image of self and the hotel.

3. Comply with Time and Attendance Policies set by the hotel.

4. Actively participate in training and development programs and maximize opportunities for self-development

5. Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety

6. Familiarize yourself with emergency and evacuation procedures

7. Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager

8. Comply with the Company’s Corporate Code of Conduct

9. Familiarize self with the company values (Great Hotels Guests Love) and model desired behaviors (Winning Ways, Room to be Yourself) and ways of working.

10. Perform all tasks as directed by the Manager in pursuit of the achievement of business goals

Qualifications and requirements

• Bachelor’s degree / higher education qualification / equivalent in Hotel
• Management/Business Administration, plus 3 years of Front Office/Guest Service experience including management experience. 
• Must speak fluent English. Other languages preferred.

The above is designed to help you in the understandingof the role and is not intended to be a definite list of your duties, as flexibility in meeting company and guest needs is required by all employees