Duty Manager

Job Description

At InterContinental Hotels &amp; Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:<br><ul><li>Be charming by being approachable, having confidence and showing respect.</li><li>Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.</li><li>Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.<br><br></li></ul>Duties and Responsibilities<br><br>FINANCIAL RETURNS<br><ul><li>Monitor Budget and control cost and expenses with the focus on our rate strategy, creating initiatives and inventory management.</li><li>Oversee the night audit function and preparation of the daily financial reports.</li><li>Develop action plans to support ADR and occupancy goals to reach hotel goals, in specific Brilliant Basics and Winning Metrics goals.</li><li>Educate, train and motivate team to achieve up-selling revenue goals</li><li>Ensure to reduce risk through maintaining financial discrepancies at the lowest level possible. <br><br></li></ul>PEOPLE<br><ul><li>Manage day-to-day staffing requirements, plan and assign work, establish performance and development goals for team members.</li><li>Provide mentoring, coaching and regular feedback to help manage conflict and improve team performance. Does APR, MYR and PDPs with his direct reports and coordinates the same for all his staff.</li><li>Educate and train all team members in compliance with governmental, IHG and safety regulations. </li><li>Ensure colleagues have the tools and equipment to carry out their job duties</li><li>Ensure staff is properly trained on systems, security and cash handling procedures, and the IHG service and quality standards</li><li>Assist the front office staff during high volume periods.</li><li>Work collaboratively together with Front Office Manager in people matters such as, but not limited to salary, disciplinary actions, talent management, and other staffing concerns</li><li>Drive engagement of colleagues through active implementation of people tools<br><br></li></ul><strong>Guest Experience<br></strong><ul><li>Ensure front office staff provides guests with prompt service, professional attention and personal recognition. </li><li>Ensure guests are greeted upon arrival and assign time to interact effectively with guests. Respond to and track appropriately guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction and heartbeat results.</li><li>Carry out the special needs and requests of guests, VIPs, repeat visitors and club members in a prompt manner.</li><li>Respond immediately to guest complaints and ensure corrective action is taken to achieve complete guest satisfaction.</li><li>Actively contribute in finding root causes for guest complaints, using IHG Tools like I Arrive, I Interview and I Q. Respond immediately to guest complaints and ensure corrective action is taken to achieve complete guest satisfaction.</li><li>Support the management in all activities related to Quality, Quality Meetings, Heartbeat related actions etc.</li><li>Actively interacts with guests through varies activities obtaining their feedback about the hotel overall experience</li><li>Tracks Guests Satisfaction of Front Office, Concierge, Bell and Club Lounge through HeartBeat report and/or other resources available, build action plans when needed and acts on its execution</li><li>Conduct routine inspections of the front office, club lounge and public areas and take immediate actions to correct any deficiencies. <br><br></li></ul>RESPONSIBLE BUSINESS<br><ul><li>Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner</li><li>Train team members on PBX procedures and serve as a central communication point during emergency/crisis.</li><li>Ensure all security incidents, accidents are always logged in a timely manner and brought to the attention of the Risk Manager.</li><li>PERFORM OTHER DUTIES AS ASSIGNED. <br><br></li></ul>ACCOUNTABILITY<br><br>This is a top Front Office job in a full-service, luxury hotel with multiple sites and facilities, a number of major outlets with high volume catering and events facilities serving a large number of VIP and key guests. Manages a significant number of staff and is one of the key areas for guest satisfaction.<br><br><strong>Qualifications And Requirements<br><br></strong>Bachelor’s degree and/or higher education qualification / equivalent in Hotel Administration, Business Administration, plus 2 years experience of Front Office/Guest Service including management experience. Fluency in English is essential, Arabic is an advantage.