Under the general direction of the Club InterContinental & Guest Services Manager, and within the limited of established IHG and local hotel policies and procedures, provides supportive functional assistance to all departments; interact with guests and members of the community. They will also coordinate with all other departments within the hotel. 

　　This job is the Managerial role at a full-service hotel or at a regional extended-stay hotel. Reports to Club InterContinental & Guest Services Manager. Typically supervises operations under Club InterContinental Lounge, both Club reception tasks and Club InterContinental Dining Experience.

　　Promote 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.

　　Financial Returns

　　Assist in coordinating the preparation of the departmental annual budget.

　　Controls and monitors departmental costs on an ongoing basis to ensure performance against budget

　　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.

　　Develop plans to increase occupancy and ADR through walk-ins and upselling at the club reception desk.

　　Supervise the Club InterContinental team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.

　　People

　　Assists in planning for future staffing needs and recruiting in line with company guidelines

　　Prepares and administers detailed onboarding program for new staff

　　Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation

　　Provides input for probation and formal performance appraisal discussions in line with company guidelines

　　Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

　　Regularly communicates with staff and maintains good relations

　　Ensures training needs analysis of Club InterContinental staff carried out and training programmes are designed and implemented to meet needs

　　Conducts probation and formal performance appraisal in line with company guidelines

　　Maintain up to date staff record and approves leave requests etc

　　Guest Experience

　　Builds, delivers and maintains a high level of Club InterContinental experience across the guest journey

　　Knows and understands all Club InterContinental guests to deliver intuitive and At Your Side service

　　Build and maintain positive relationships with all internal customers and guests in order to exceed their needs

　　Take action to address these needs in order to exceed their expectations

　　Create a positive hotel image in every interaction with internal and external customers

　　Adhere to hotel brand standards and ensure the team are delivering up to date service standards

　　Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests

　　Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs

　　Maintain current Hotel information to be able to provide information to guests

　　Consistently review the hotel performance and ensure the team are delivering recognition to our loyal guests within the IHG Rewards Club and InterContinental Ambassador membership

　　Monitor the Club InterContinental team performance and ensure guests receive prompt, cordial attention

　　All issues faced by guests should be promptly resolved, ensuring guest leaves the hotel satisfied.

　　Works closely with Executive Chef and Director of Food & Beverage to refresh Club InterContinental food and beverage experiences to ensure a high standard of offerings for our most premium guests

　　Responsible Business

　　Reports directly to and communicates with the Club InterContinental & Guest Services Manager on all pertinent matters affecting guest service and hotel operations

　　Maintain interdepartmental relationships to ensure seamless customer service

　　Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well-maintained.

　　Schedule and regularly conducts routine inspections of area under his/her control

　　Maintain knowledge 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

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

　　Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information

　　Communicate to the General Manager of his/her guests and updates all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information

　　Maintain all procedures and adheres to them within IHG guidelines; in particular with emphasis on hotel credit policy

　　In conjunction with the Emergency Response Team, prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings etc.

　　Prepares efficient work schedule for Club InterContinental 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

　　Checking billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner

　　Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police and emergency personnel

　　Perform other duties as assigned or when required to support operations

　　May also serve as Manager on Duty

　　WHAT WE NEED FROM YOU

　　Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 4 years of Guest Service/Front Office experience including management experience. He/ She have to be able to speak fluent English. Other languages preferred.

　　This job requires ability to perform the following:

　　Frequently standing up and doing rounds in the Club InterContinental Lounge

　　Excellent Food & Beverage service and food handling certification

　　Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand the Company

　　Reading and writing abilities are utilized often when writing professionally to guests, completing paperwork and management reports, interpreting results, giving and receiving instructions and training

　　Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages and variances are utilized frequently

　　Problem solving, reasoning, motivating, organizational and training abilities are used often

　　Ability to travel to attend workshops, specialized training and/or certifications, etc

　　May be required to work nights, weekends and/or holidays

　　At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

　　As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand. Let’s Go Further Together.

　　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.

　　At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.