Job Description

Oversee the hotel operations for the day or night shift to ensure guest service standards are met and that hotel assets are secured and protected.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.

• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership
  of getting things done.

• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

FINANCIAL RETURNS

• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.

PEOPLE

• Monitor performance of employees scheduled during shift and recommend and/or initiate disciplinary actions in accordance with company rules and policies. Report serious issues to respective management for follow-up.

• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

• Interact with outside contacts:

  • Guests – to ensure their total satisfaction

  • Regulatory agencies, law enforcement or local government authorities – regarding safety and compliance matters

  • Other contacts as needed (Professional organizations, community groups, local media)

GUEST EXPERIENCE

• Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business.

• Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
• Assist in educating employees on current safety issues to ensure compliance with all health and safety regulations. Inform management of hazardous situations, emergencies or threats to the security of guests, employees or hotel assets.

• Manage day or night operations of the hotel. Conduct periodic walk-through of each department. Tour public areas and grounds to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.

• May also have oversight of the security function at night.

• Coordinate employee and guest evacuation/notification in the event of an emergency.

• Throughout shift 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. Correct any deficiencies.

RESPONSIBLE BUSINESS

• Document and record all incidents involving guests or employees, or other relevant events, on the appropriate reports, e.g., Manager on Duty Report. Report any injuries to Loss Prevention in accordance with policies and procedures.

• May serve as “manager on duty” as required.

• Perform other duties as assigned.

• Carrying or lifting items weighing up to 25 pounds
• Frequently standing up and moving about the hotel
• Frequently handling objects and equipment
• Frequently bending, stooping, and kneeling

Some college and three years guest service/hotel experience, or an equivalent combination of education and/or experience. Must have full knowledge of the guest service/night function and some supervisory training/experience preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

Other:

• 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 and the Company.
• Reading and writing abilities are utilized often when completing paperwork and shift reports, and giving and receiving instructions.
• 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, conferences, etc.
• May be required to work nights, weekends, and/or holidays.