IHG Front Desk Supervisor (Arabic/German Speaker) in Fujairah, United Arab Emirates

Description:

At InterContinental

Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries. By bringing

your expertise and passion to any one of our brands, you will help us achieve our

vision : to be the most preferred, admired and successful hotel company the

world over.

Job Overview

Under general

direction of the Director of Guest Services or his/her delegate, and within the

limits of established InterContinental Hotels Group brand and local policies

and procedures, responsible for all activities relevant to the Front Desk.

Tasks include check in/out, rooming of all hotel guests, Room allocation and

inventory balancing, foreign exchange, cashiering, Credit Follow up.

Ensure efficient

running of Front Desk operations and that the highest standards of hospitality

and welcome are demonstrated on every occasion. Supervise Front Desk agents,

and all relevant procedures while on duty.

Colleague will be

expected to cover night shift regularly.

Duties & Responsibilities

FINANCIALRETURNS

  • Promote inter-hotel sales, in house facilities and Food &Beverage outlets.

  • To be fully conversant with the facilities, services and specialpromotions offered by the hotel and to pass this information on to the guest tomaximize hotel sales.

  • To have a full workingknowledge of the IHG Rewards and Ambassador programs and its benefits takingevery opportunity to enrol new members.

  • Maintain comprehensiveknowledge of standard reservation procedures.

  • Ensure that all chargesare correctly posted to the guests bills following the standard procedures.

  • Deal with cash, check andcredit transactions in accordance with the hotel and company policy, and ensurethat any discrepancies are reported immediately.

  • Maintain cashier float andensure accurate daily report of all money received.

  • Be aware of the hotelavailability and of every opportunity to maximize room revenue.

  • Adhere to company creditpolicies to ensure that all revenue expected is received.

  • Ensure that all creditlimits are adhered to and to advise the Front Office Manager when limits havebeen reached.

  • To be fully involved in IHG Rewards and ICA enrolments and achievingtargeted Up-Selling Revenue.

  • Gain understanding of the departmental goals and financial targetsand support Management team to achieve these targets.

  • Recycle whenever and wherever possible and enforce cost saving measureswhere appropriate specifically on stationary and hotel collateral material.

OUR PEOPLE

  • Complywith the hotel rules and regulations and provisions as mentioned in theEmployee Handbook.

  • Complywith the company grooming standards.

  • Complywith the time and attendance policy.

  • Actively participate in training and development programs for selfand colleagues

  • To carry out on the job training for new comers under the directionof line manager.

  • Actively develop positive and effective communication between FrontDesk team and all other operational departments.

  • Ability to work as part of a diverse team with colleagues fromdifferent viewpoints, culture and countries.

  • To assist the Manager in the development of the reception team andactively coach on hospitality skills, department procedures etc.

  • Replace colleagues at Guest Relations or Club lounge when necessary

  • Assist Manager in preparing efficient rosters for function

  • Supervise Front Desk agents and CID agents

  • Attend and actively participate in team briefings and departmentalmeetings

  • Ensure that the handover procedures are followed in the transferringof all relevant information on a daily basis.

GUESTEXPERIENCE

  • Demonstrate serviceattributes in accordance with industry expectations and company standardsincluding:

  • Being attentive to guests,

  • Accurately and promptlyfulfilling guests requests,

  • Anticipate guests needs,

  • Maintain a high level ofknowledge which affects the guest experience,

  • Demonstrating a ‘service’attitude.

  • Greet guests at all times in a friendly and helpfulmanner and attempt to learn and use guest’s name at every opportunity.

  • Ensure all measures are taken so as to guarantee that guests depart from thehotel with a positive impression of hotel services.

  • Attend to guest’scomplaints, inquiries and requests, refers problems to Assistant Manager ifhe/she unable to assist.

  • Take personal interest andpride to ensure that the front office and desk area is kept clean and in anorderly state at all times.

  • Handle Group Check In whennecessary.

  • Must ensure highrecognition of IHG Rewards Club and Ambassador Members in order to achieveoptimal scores in HeartBeat survey and other Guest Satisfaction surveys.

  • Responsible and attends toguest’s request of using the service of safety box at all times.

  • Is fully awareof restaurant operating hours and specials / Spa facilities and services aswell as other recreation options.

  • Registers androoms all arrivals according to established procedures.

  • Anticipate guest’s needs,to be aware of all written and spoken requests, to carry out these requests ina courteous and helpful manner.

  • Ensure all messagesreceived for guests are passed on accurately and as quickly as possible.

  • Ensure a sound knowledge ofthe local area regarding history, places of interest and special events.Knowledgeable on where further information can be obtained.

  • Ensure all customersreceive a fast, efficient and friendly service following the InterContinentalBrand Standard Guidelines and the Standard of Operations Procedures of thehotel.

  • Perform tasks as directedby the Manager in pursuit of the achievement of business goals.

  • Ensure maximum involvementin the HeartBeat program in order to obtain higher results.

  • Is knowledgeable about the differentsoftware programs utilized in the Guest Services Department including but not limited to PropertyManagement System, Work Order and Glitch report system and electronic devices(paging system), etc

RESPONSIBLEBUSINESS

  • Comply with the Company’s Code of Conduct.

  • Complyin maintaining security of information relating to customers and colleagues inthe hotel.

  • Complywith the discretionary information keeping

  • Align self with the company values, mission and desired behaviors.

  • Monitor the enrolment and correct handling andupdating of IHG Rewards Club Membership in Loyalty Connect and Opera.

  • Ensure that the handoverprocedures are followed in the transferring of all relevant information on adaily basis.

  • Demonstrate understandingand awareness of all policies and procedures relating to Health, Hygiene, Securityand Fire Life Safety as well as emergency and evacuation procedures

  • Ensure all securityincidents, accidents and near misses are always logged in a timely manner andbrought to the attention of the Line Manager.

  • Must follow CID rules andto cover CID role as directed by the Manager.

ACCOUNTABILITY

  • Comply with the Company’s Code of Conduct.

  • Complywith the company values and model desired behaviors.

  • Supervise daily tasks and responsibilitiesof the Front Desk Agents.

  • Ensure Training is done onappropriate material and in due time

  • Cash float and any moneyrelated transaction accuracy.

  • Ensure sufficient workingmaterial available for team to handle task and that IT material is in order

Do you have what it takes to be a leader in the world's most global hotel company?If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.

Qualifications

Ideally, the candidate must possess previous

work experience in a Front Office environment or equivalent. Is a team player

and have strong verbal and communication skills. He/She must be customer

oriented and is flexible to work in various shifts.

Job: Front Office

Location: United Arab Emirates-Fujairah

Requisition ID: FUJ000194