Front Desk Manager at InterContinental Fujairah Resort

As the world's largest family of luxury hotels, we all take great pride in
being genuine ambassadors of the InterContinental® brand. Shaped by decades of
international know-how and local insights, our passion for luxury travel spans
cultures and customs. Inspiring us to create warm and sophisticated
experiences for those seeking a richer perspective on the world.
The InterContinental Fujairah Resort is situated on the shoreline of the
exquisite Al Aqah Beach, beneath the spectacular backdrop of the Hajjar
Mountains. An exceptional destination where Arabian hospitality meets luxury.
With ‎190 rooms, indoor & outdoor event space, restaurants & bar. With over ‎30
languages and countries represented by the staff, the hotel weaves together an
international five-star resort presence.
What's your passion? Whether you're into knitting, kite flying or karaoke, at
IHG we're interested in YOU! We love people who apply the same amount of care
and passion to their jobs as they do their hobbies - people who help us create
great brands guests love. And we're looking for more people like this to join
our dynamic & committed team at the InterContinental Fujairah Resort.
Your Day to Day
As Front Desk Manager, you will be responsible for providing supportive
functional assistance to Front Office as well as other departments;
interacting with guests and other stakeholders within the property.
You are accountable of maintaining smooth, efficient and seamless operations
in Front Office, as well as support other operational departments when
necessary. Will be Manager on Duty at the hotel during specific time periods
(late evening, night and early morning)
At InterContinental Hotels & Resorts we look for people who are charming,
confident, and internationally-minded; people who know what it takes to exceed
guest expectations.
Some of your main role responsibilities are:
* Develop systems that measure the cost effectiveness of the department, by introducing tracking procedures that enable effective control of the running costs of the department
* Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
* Manage department Cash Float (if applicable) and financial transactions within hotel policies and procedures
* Analyses and approves discounts and rebates.
* Ensures front line staffs comply with selling strategy techniques and Revenue maximization.
* Responsible to drive the Front Office team in achieving the monthly Up-Selling, Ambassador and IHG Rewards enrolment Targets.
* Effectively manage staffing costs by preparing efficient work schedules for function in line with legal requirements taking into account Personal/Professional balance of colleagues
* Work within the company's HR regulations to ensure the departmental performance of staff is productive.
* Deal with, log and follow up with all guest queries and complaints, ensure that they are resolved; resulting in optimum guest satisfaction. Analyze guests complaint patterns and implement preventive action plans in liaison with other operational departments
* Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
* Be prepared and equipped to meet the diverse cultural needs of guests from around the world.
* Effectively manage overbooking situations, and carry-out book-outs as necessary following the guidelines as directed by Director of Guest Services in liaison with Revenue and Sales department.
* Monitors HeartBeat results, mystery audits and implements action plans to improve results.
* Ensure maximum team involvement in the HeartBeat program in order to obtain higher results.
* Ensures VIPs, Ambassadors and IHG Rewards guests receive special recognition and personalized attention.
* Assists Reception and Guest Relations during busy times. Supporting the operations to ensure optimal guest experience
* Checks billing instructions and monitors guest credit.
* Along with Front Office Section Heads, meet and greet guests as needed.
* Perform tasks as directed by the Manager in pursuit of the achievement of business goals.
Ideally, you'll have some or all of the following competencies and experience
we're looking for:
Bachelor's degree / higher education qualification / equivalent in Hotel
Management/Business Administration, plus ‎3 years of Front Office/Guest Service
experience including management experience. Must speak fluent English; Arabic
language preferred.
This job requires ability to perform the following:
Communication skills; demonstrate 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 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 during nights, weekends, and/or holidays.
In return, we offer competitive pay and benefits, and a chance to work with a
great team of talented people. Most importantly, we'll give you the Room to
Belong.
So what's your passion? Please get in touch if this position matches your
skills and interests and tell us how you could bring your individual
competencies by clicking "Apply Online".
We are an equal opportunity employer.
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.