Job Description

Job ScopeEnsure the highest standard of Customer Care and Service at all time.Promote the desired work culture around our Winning Ways; Do the right thing, Show we care, Aim higher, Celebrate difference and Work better together.Self ManagementComply with Hotel Rules and Regulations and provisions contained in the Employment Handbook Comply with Company Grooming StandardsComply with Time and Attendance PoliciesActively participate in training and development programs and maximise opportunities for self development Customer Service Demonstrate service attributes in accordance with industry expectations and company standards including: Being attentive to Guests Accurately and promptly fulfilling Guests requests Anticipate Guests needs Maintain a high level of knowledge which affects the Guest experience Demonstrating a ‘service’ attitude Taking appropriate action to resolve guest complaints Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers Health, Safety and SecurityDemonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same Familiarize yourself with emergency and evacuation procedures Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes Financial Management Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure On an ongoing basis, control and analyse departmental costs to ensure performance against budget; implementing corrective measures where necessary to produce positive business results Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements People Management Work with your Line Manager to ensure the departmental performance of staff is productive. Duties include: Participate in staff recruitment Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff memberProvide input for performance review discussions in line with company guidelines Ensure new staff complete their Orientation program on a timely basis Assist with the preparation of efficient departmental work schedules Coach and counsel staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance In the absence of your Manager, conduct effective staff briefings to communicate guest requirements and shift prioritiesOperational Knowledge Gain understanding of the departmental goals and financial targets and support your Line Manager to achieve these targets Recycle where-ever possible and enforce cost saving measures where appropriate General Comply with the Company’s Corporate Code of Conduct Familiarize yourself with the company values and model desired behaviors Perform tasks as directed by the Manager in pursuit of the achievement of business goals
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?