Job Description

Job overview

Direct the activities of the front office areas and housekeeping departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. Adhere to governmental regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures. Deliver a guest experience that is unique and brings the brand to life.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Duties and responsibilities

Financial returns:

• Participate in the preparation of the annual departmental operating budget and financial plans. 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.
• Prepare and submit statistical, performance, and forecast analyses and reports as required.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
• Use company systems and processes to maximise revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

People:

• Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• Educate and train team members in compliance with brand and service standards, and governmental regulations. Ensure staff has the tools, training, and equipment to carry out job duties.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.

Guest experience:

• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP\xe2\x80\x99s and other key guests, or other special guest needs.

Job Requirements

Qualifications and requirements

Bachelor\xe2\x80\x99s degree / higher education qualification / equivalent in Hotel Administration, Business Administration and four years of guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and experience. Must speak local language(s). Other languages preferred

Skill Level

Senior Management

Salary Range

RM4000 - RM8000

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