RELATIONSHIPS

DUTIES AND RESPONSIBILITIES

Front Office

• Assist in managing the day-to-day activities of the Front Office staff. Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.
• Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments and location. All room rates, special packages and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled in-house group activities, locations and times. All hotel and departmental policies and procedures. Access all function of computer system according to established procedures and standards. Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies. Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Review the previous day's occupancy and room revenues. Monitor revenues derived from telephone, garage and sundries. Monitor expenses (telephone, cost of sales, supplies and labor). Resolve discrepancies with Accounting. Track actual's against budget.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Ensure that staff report to work as scheduled. Document any late or absent employees. Coordinate breaks for staff.
• Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department's standards and delegate these tasks.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business. Inspect grooming and attire of staff; rectify any deficiencies
• Monitor the check in/check out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
• Monitor VIP arrivals - greet and escort them to their room.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Prepare and submit daily/weekly payroll records.
• Complete all paperwork and closing duties in accordance with departmental standards.
• May serve as "manager on duty" as required. Perform other duties as assigned including assisting staff with their job functions during peak periods.
• At IHG we are committed to providing our employees with a safe, secure and healthy workplace. It is your responsibility to comply with all workplace health and safety requirements, including any department specific training regarding equipment and procedures.

Housekeeping

• Perform other duties and special projects as assigned.
• Manage the day-to-day operation of the housekeeping department, including regularly directing and overseeing the work of two or more full-time housekeeping employees.
• Develop, communicate, and enforce department policies and procedures.
• Plan, schedule, organize, and oversee work to ensure proper coverage, timely completion, and satisfactory performance.
• Schedule routine inspections of guest rooms and public areas, coach employees on deficiencies, and provide corrective action where appropriate.
• Serve as “manager on duty” as required.
• May assist with deep cleaning projects and/or assist housekeeping staff during unanticipated rush periods.

Sales

• Appropriately communicate brand identity and corporate position.
• Organize and conduct site inspections for guestroom tours or check guest/show rooms when needed
• Prepare Sales Contracts and Proposals
• Monitor and distribute site communications
• Handle all client and/or guest inquires and provide prompt responses and follow up
• Communicate pertinent guest and client information to designated departments regarding site tours, special request, amenities, etc.
• Input and access data in operational systems using Delphi and Opera as needed
• Arrange VIP reservations
• Assemble Sales Client Packets
• Ensure service standards are performed at a high level
• Ability to maintain confidentiality of all guest, client and hotel information
• Capability to answer all telephone calls using the proper phone etiquette of Hotel Standards
• Performs various operational/admin functions such as: conducting pre-shifts and line checks, processing server checkouts, preparing staff schedules, conducting inventory, placing orders, POS usage, reporting & maintenance, etc.
• Supervise day-to-day activities of MJSH Restaurant and MJSH Bar following MJSH & IHG set standards. Plan and organize work. Communicate and enforce policies and procedures.

Food and Beverage

• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Sales and Marketing, Catering, Banquets, Housekeeping, Engineering and Front Office.
• Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
• Monitor performance of the restaurant through analysis of guest feedback and financial results.
• Achieve budgeted revenues, control expenses and labor costs, and maximize profitability within all areas of the food and beverage outlet(s). Assist in preparation of the annual operating budget which supports the overall objectives of the food and beverage outlet(s).
• Maintain procedures to (1) ensure the security and proper storage of restaurant inventory, and equipment, (2) ensure the security of monies, credit and financial transactions, (3) replenish supplies, inventory, uniforms, etc. in a timely and efficient manner, and (4) to minimize waste and control costs. Participate in taking inventories.

Human Resources

• Facilitate Hotel and Brand Training & Development Programs in conjunction with Corporate and HR Initiatives including but not limited to: ensure that all managers and supervisors are trained on Progressive Discipline, Performance Management, TIPS, Harassment, Brand Training, 30 & 90 Day Check-ins, and related management programs and initiatives. Coach managers and supervisors to create and maintain a work environment with high morale and productivity.

• Conducts New Employee Orientation and New Management Development Orientation to properly train all employees on the policies and procedures, rules and regulations, safety procedures and guest service standards in accordance with company standards and federal, state & local laws and regulations.

• Facilitates InterContinental Hotels Group key training programs; Sexual Harassment, ADA, Management 101, Craft Training Certificate, Group Training Certificate, Managing Performance & Development and Managing Training & Development.

• Maintain training records

• Works with Department Trainers and HR Director on Annual Training Plans and programs that address the specific needs of a given department to ensure all employees receive the appropriate training and tools needed to provide excellent guest service and positive employee morale.

• Ensures each department has an effective Certified Trainer in place; and assists Department Trainers in developing training programs and achieving training objectives with appropriate input and direction from the department heads.
• Directs annual Performance Management Process including training on the Annual Review, Mid-Year, KPOs and PDP (Personal Development Plan) Process. Ensure all managers have completed PDPs and track on a bi-annual and annual basis.

• Work with the Security Director to ensure safety related training programs are facilitated to ensure safe work environment in accordance OSHA laws and regulations.

• Ensures clear lines of communication exist to disseminate information affecting employee relations, employee activities and hotel policies and programs.

• Assist HR Director and Assistant Director in dealing with HR, Employee Relations and Investigations as needed; ensuring compliance with IHG Policies and Procedures. Deals with problems relating to individuals in an understanding, caring and confidential manner.
• At IHG we are committed to providing our employees with a safe, secure and healthy workplace. It is your responsibility to comply with all workplace health and safety requirements, including any department specific training regarding equipment and procedures.

Accounting

• Reviews invoices received by mail and either circulates them to department heads for approval or matches with delivery notes.
• Posts and updates invoices and delivery notes, assigning account coding when necessary.
• Researches vendor statements and resolves discrepancies.
• Processes disbursements on a timely basis to maintain favorable vendor relations.
• Researches vendor inquiries and pending items on a timely basis.
• Runs control group register report, matching all entries with invoices and supporting documents for Controller and Assistant Controller’s approval.
• Performs computer input of check requests from departments, (i.e. TER’s). Checking for proper General Ledger account numbers and Controllers signature.
• Maintains orderly-filing system for copies of checks, all supporting documents, invoices to be paid.

Reservations/Revenue

• Receives faxes, phone calls and emails for reservation changes, requests, confirmations, billing information, VIPS, etc. which require prompt response
• Responsible for monitoring changes, additions and cancellations for every group and printing & faxing updated rooming lists and pickups for groups contacts, usually on a weekly basis or upon request
• Responsible for coordinating and routing proper billing within each group, especially for guest speakers, VIPs and staff members
• Responsible for printing reports for every group before, during and after the date of arrival and following up on the group inquires after their departures
• Responsible for supplying all necessary group information on a weekly basis for the 10 day forecast report and printing cutoff reports for groups in the near future

All Disciplines

• Utilizing the experience provided from department managers and supervisors, follow the guidance to learn various operations of the hotel in order to facilitate outstanding guest service. This may include learning a great deal about many operations of the hotel, then providing expertise and support to those operations to improve and increase guest service.

QUALIFICATIONS

• Bachelor’s degree from a four year college or university and/or a minimum of two years’ experience as a Front Desk Manager in a 4-star Hotel and/or training; or equivalent combination of education and experience. Previous experience in a 4 star or 5 star hotel is preferred but not required.
• Excellent organizational, supervisory, customer service skills.
• Must be able to work well under stressful situations and handle challenges in a professional manner.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

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.