inter_TopBannner

Club Floor Agent

Muscat

Full job details

Recruiter
InterContinental Hotels & Resorts - Middle East & Africa
Posted
07/11/2016
Ref
MUS000950
Location
Muscat
Job Type
Front Office, Front Office Agent
Sector
Hotel
Job Level
Non-Management
 

Are you ready to be a Club
Floor Agent
at InterContinental Muscat?



 



What's your passion?
Whether you're into tennis, shopping or karaoke, at IHG we're interested in
YOU. At IHG we employ people who apply the same amount of care and passion to
their jobs as they do their hobbies - people who put our guests at the heart of
everything they do. And we're looking for more people like this to join our
friendly and professional team.



 



JOB LOCATION:



Set on 35 acres of lush
palm gardens between the Hajjar Mountains and the sands of the Gulf Coast, this
five-star resort is located in the heart of the city's residential, government
and diplomatic quarter. The hotel's Palm Beach Club offers six floodlit tennis
courts, a 25-metre olympic size pool, a leisure pool, a kid's pool, a fully
equipped gym, sauna, Jacuzzi and easy access to the beach. Local sites of
interest include the Grand Mosque and Amouage Perfume Factory. 6 meeting rooms. Able to accommodate 400 theatre
style, 200 classroom, 700 reception, 450 banquet. Ballroom dimensions: 21 x 30m
with 4m ceiling height. 630 sq.m - divides into 3. Garden view, easy access
from parking area.



 



JOB ROLE:

·         Maximizing available time in order to
properly attend to guest's specific requests, through presence in guest area.

·         Meet and welcome all guests to the Club
InterContinental Floor, completing registration formalities and preparing
correctly a guest folio adhering to the hotel credit policy.

·         Escort guests to their rooms on arrival
and ensure that they are comfortable.

·         Advise Management of VIP guest arrivals.

·         Assist Guest Relations and conduct guest
courtesy calls on a daily basis.

·         Collect Guest Satisfaction tracking
system surveys, if necessary resolving negative comments or referring them to
GRM, AfOM, OM, GRS or FOM.

·         Handles guest's complaints and refer
them as necessary. Follow up on corrective action. Maintain log of all
complaints and guest comments received in guest history and log book.

·         Check reservations file for guest
history comments, special request, arrival and departure times one day prior to
guest arrival and allocates rooms accordingly.

·         Ensure that any room changes are
communicated to Guest Relations.

·         Control daily departures allowing for
smooth check out for all guests. Ensure all supporting documentation is easily
available if necessary.

·         Perform cashiering tasks including, but
not limited to maintaining guest accounts and charge records as well as
maintain a cash float for use with guest payments of accounts and foreign
currency exchange. Solve all discrepancies reported from Accounts Department.

·         Promote and sell/enrol Intercontinental
Ambassador/Priority Club as well provide the expected level of service to its
members.

·         Assist guest in any concierge and
business centre queries as and when requested Le. internet connection,
secretarial service, dvd rental, meeting room rental, tours, airport transfer,
car hire, hotel booking etc. Remain up to date with all rates, packages and
promotions offered by the hotel including all F&B outlets in details (i.e.
opening times, prices, entertainment, theme nights guests while remaining aware
of and endeavouring to maximize on occupancy and average room rate.

·         Read and initial all incoming memos,
promotional material, reports and the logbook. Follow up messages /
instructions contained therein.

·         Handling incoming messages, parcels and
communications for Club InterContinental Floor guests and offer luggage
assistance in coordination with Bell Desk

·         Open, maintain and close guest safe
deposit boxes to the required security standard. Remind guests of safety
deposit box clearance upon check out.

·         Attends to guest queries and complaints
as far as he/she i$ capable and refers then as necessary: Informs senior
management of special Guest Relations problems.

·         Performs and control a daily departure
check of guests in order to ensure a smooth operations and guest satisfactions.

·         Audit Cashier duties on a daily basis,
solving all discrepancies related to Club Floor reported from Accounts
Department.

·         Check Registration Cards to ensure that
all the guest details are correctly entered and guest profiles are updates.

·         Ensure the lounge is opened and closed
as per hotel policy & procedure.

·         Ensure the lounge is only accessible for
those entitled. Keep a log book for all guests entering the lounge.

·         Maintain Meeting room log book and
ensure the room is always clean and tidy and available on a first come, first
serve basis.

·         Maintain cleanliness throughout the
lounge and communicate with housekeeping and stewarding on pending jobs.

·         Assist guests with food and beverage
service. Maintain buffet and table cleanliness at all times.

·         Set up buffet in advance for breakfast,
lunch, afternoon tea and dinner cocktail as per hotel standard.

·         Order, picked up and set up food and
beverage items in the Club InterContinental lounge.

·         Take month end stock inventory.

·         Maintain functionality of all Club
InterContinental Lounge facilities and report pending maintenance work
immediately (TV, Stereo, Meeting room equipment, bathroom area, DVD's & player, coffee machine, fridge, etc.)

·         Quality of one's own work and for the quality
of work of subordinates.

·         The department's operations are
effectively supervised.

·         Full compliance with the Service
Standard Manual and ICONs.

·         To abide by, and ensure that staff under
supervision abide by, the business objectives, policies, rules, regulations and
procedures set out in the Staff Handbook, as amended from time-to-time, which
forms part of the staff agreement with the Hotel.

·         To comply with, and ensure that staff
under supervision comply with, the Service Standard Manual.

·         To ensure that staff under supervision
maintain correct timekeeping.

·         To consistently provide, and ensure that
staff under supervision provide, a high level of work performance and customer
service.

·         To cooperate and communicate, and ensure
that staff under supervision cooperate and communicate, with all Management,
staff and colleagues to ensure efficient workflow, including complying with
Management's instructions.

·         To ensure that staff under supervision
maintain a highly presentable appearance, including wearing designated uniforms
and name badges, and keep to the highest standards of personal hygiene.

·         To abide by, and ensure that staff under
supervision abide by, Health and Safety at Work Rules, including fire
prevention and evacuation procedures, ensuring to report to Management any
potential hazards.

·         To be mindful of, and ensure that staff
under supervision are mindful of, security issues and report suspect
circumstances to Management.

·         To acquire good knowledge, and ensure
that staff under supervision acquire good knowledge, of all Hotel facilities
and keep up to date with developments in the Company and the Hotel so as to
respond to customers' queries.

·         To attend, and ensure that staff under
supervision attend, any meetings and training sessions, as stipulated by
Management.

Self Management

·      Comply
with hotel rules and regulations and provisions contained in the employment
handbook.

·      Comply
with company grooming and uniform standards.

·      Comply
with timekeeping and attendance policies.

·      Actively
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 to include:-

·            Being attentive to guests

·            Accurately and promptly fulfilling guest
requests

·            Understand and anticipate guest needs

·            Maintain a high level of knowledge which
will enhance the guest experience

·            Demonstrate a service attitude that
exceeds expectations

·            Take appropriate action to resolve guest
complaints

·      Appreciate
the dynamic nature of the hotel industry and extend these service attributes to
all internal customers.

·      Be
able to promote the hotel (and InterContinental Hotels Group generally)
products and services.

·      Maintain
a high level of product and service knowledge about all InterContinental Hotels
Group hotels in your region.

Health Safety &
Security

·      Demonstrate
an understanding and an awareness of all policies and procedures relating to
Health, Hygiene and Fire Life Safety.

·      Familiarise
yourself with emergency and evacuation procedures.

·     Ensure
all security incidents, accidents and near misses are always logged in a timely
manner and brought to the attention of your line manager.

General

·      Comply
with the company corporate code of conduct at all times.

·      Familiarise
yourself with the company vision and values which link to our model of desired behaviors
that we expect all employees to display.

·      Perform
other tasks at the level of the role as directed by your line manager in
pursuit of the achievement of business goals.

·      Have
the desire and ability to improve your knowledge and abilities through on-going
training.

·      Ability
to work as part of a diverse team with colleagues from different viewpoints,
cultures and countries.

 

The above is designed
to help you in the understanding of your role and is not intended to be a
definitive list of your duties, as flexibility in meeting company and guests
needs is required by all employees.



Are you ready to be a Club Floor Agent at InterContinental Muscat?

 

What's your passion? Whether you're into tennis, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

 

JOB LOCATION:

Set on 35 acres of lush palm gardens between the Hajjar Mountains and the sands of the Gulf Coast, this five-star resort is located in the heart of the city's residential, government and diplomatic quarter. The hotel's Palm Beach Club offers six floodlit tennis courts, a 25-metre olympic size pool, a leisure pool, a kid's pool, a fully equipped gym, sauna, Jacuzzi and easy access to the beach. Local sites of interest include the Grand Mosque and Amouage Perfume Factory. 6 meeting rooms. Able to accommodate 400 theatre style, 200 classroom, 700 reception, 450 banquet. Ballroom dimensions: 21 x 30m with 4m ceiling height. 630 sq.m - divides into 3. Garden view, easy access from parking area.

 

JOB ROLE:

·         Maximizing available time in order to properly attend to guest's specific requests, through presence in guest area.

·         Meet and welcome all guests to the Club InterContinental Floor, completing registration formalities and preparing correctly a guest folio adhering to the hotel credit policy.

·         Escort guests to their rooms on arrival and ensure that they are comfortable.

·         Advise Management of VIP guest arrivals.

·         Assist Guest Relations and conduct guest courtesy calls on a daily basis.

·         Collect Guest Satisfaction tracking system surveys, if necessary resolving negative comments or referring them to GRM, AfOM, OM, GRS or FOM.

·         Handles guest's complaints and refer them as necessary. Follow up on corrective action. Maintain log of all complaints and guest comments received in guest history and log book.

·         Check reservations file for guest history comments, special request, arrival and departure times one day prior to guest arrival and allocates rooms accordingly.

·         Ensure that any room changes are communicated to Guest Relations.

·         Control daily departures allowing for smooth check out for all guests. Ensure all supporting documentation is easily available if necessary.

·         Perform cashiering tasks including, but not limited to maintaining guest accounts and charge records as well as maintain a cash float for use with guest payments of accounts and foreign currency exchange. Solve all discrepancies reported from Accounts Department.

·         Promote and sell/enrol Intercontinental Ambassador/Priority Club as well provide the expected level of service to its members.

·         Assist guest in any concierge and business centre queries as and when requested Le. internet connection, secretarial service, dvd rental, meeting room rental, tours, airport transfer, car hire, hotel booking etc. Remain up to date with all rates, packages and promotions offered by the hotel including all F&B outlets in details (i.e. opening times, prices, entertainment, theme nights guests while remaining aware of and endeavouring to maximize on occupancy and average room rate.

·         Read and initial all incoming memos, promotional material, reports and the logbook. Follow up messages / instructions contained therein.

·         Handling incoming messages, parcels and communications for Club InterContinental Floor guests and offer luggage assistance in coordination with Bell Desk

·         Open, maintain and close guest safe deposit boxes to the required security standard. Remind guests of safety deposit box clearance upon check out.

·         Attends to guest queries and complaints as far as he/she i$ capable and refers then as necessary: Informs senior management of special Guest Relations problems.

·         Performs and control a daily departure check of guests in order to ensure a smooth operations and guest satisfactions.

·         Audit Cashier duties on a daily basis, solving all discrepancies related to Club Floor reported from Accounts Department.

·         Check Registration Cards to ensure that all the guest details are correctly entered and guest profiles are updates.

·         Ensure the lounge is opened and closed as per hotel policy & procedure.

·         Ensure the lounge is only accessible for those entitled. Keep a log book for all guests entering the lounge.

·         Maintain Meeting room log book and ensure the room is always clean and tidy and available on a first come, first serve basis.

·         Maintain cleanliness throughout the lounge and communicate with housekeeping and stewarding on pending jobs.

·         Assist guests with food and beverage service. Maintain buffet and table cleanliness at all times.

·         Set up buffet in advance for breakfast, lunch, afternoon tea and dinner cocktail as per hotel standard.

·         Order, picked up and set up food and beverage items in the Club InterContinental lounge.

·         Take month end stock inventory.

·         Maintain functionality of all Club InterContinental Lounge facilities and report pending maintenance work immediately (TV, Stereo, Meeting room equipment, bathroom area, DVD's& player, coffee machine, fridge, etc.)

·         Quality of one's own work and for the quality of work of subordinates.

·         The department's operations are effectively supervised.

·         Full compliance with the Service Standard Manual and ICONs.

·         To abide by, and ensure that staff under supervision abide by, the business objectives, policies, rules, regulations and procedures set out in the Staff Handbook, as amended from time-to-time, which forms part of the staff agreement with the Hotel.

·         To comply with, and ensure that staff under supervision comply with, the Service Standard Manual.

·         To ensure that staff under supervision maintain correct timekeeping.

·         To consistently provide, and ensure that staff under supervision provide, a high level of work performance and customer service.

·         To cooperate and communicate, and ensure that staff under supervision cooperate and communicate, with all Management, staff and colleagues to ensure efficient workflow, including complying with Management's instructions.

·         To ensure that staff under supervision maintain a highly presentable appearance, including wearing designated uniforms and name badges, and keep to the highest standards of personal hygiene.

·         To abide by, and ensure that staff under supervision abide by, Health and Safety at Work Rules, including fire prevention and evacuation procedures, ensuring to report to Management any potential hazards.

·         To be mindful of, and ensure that staff under supervision are mindful of, security issues and report suspect circumstances to Management.

·         To acquire good knowledge, and ensure that staff under supervision acquire good knowledge, of all Hotel facilities and keep up to date with developments in the Company and the Hotel so as to respond to customers' queries.

·         To attend, and ensure that staff under supervision attend, any meetings and training sessions, as stipulated by Management.

Self Management

·      Comply with hotel rules and regulations and provisions contained in the employment handbook.

·      Comply with company grooming and uniform standards.

·      Comply with timekeeping and attendance policies.

·      Actively 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 to include:-

·            Being attentive to guests

·            Accurately and promptly fulfilling guest requests

·            Understand and anticipate guest needs

·            Maintain a high level of knowledge which will enhance the guest experience

·            Demonstrate a service attitude that exceeds expectations

·            Take appropriate action to resolve guest complaints

·      Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.

·      Be able to promote the hotel (and InterContinental Hotels Group generally) products and services.

·      Maintain a high level of product and service knowledge about all InterContinental Hotels Group hotels in your region.

Health Safety & Security

·      Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.

·      Familiarise yourself with emergency and evacuation procedures.

·     Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.

General

·      Comply with the company corporate code of conduct at all times.

·      Familiarise yourself with the company vision and values which link to our model of desired behaviors that we expect all employees to display.

·      Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.

·      Have the desire and ability to improve your knowledge and abilities through on-going training.

·      Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.

 

The above is designed to help you in the understanding of your role and is not intended to be a definitive list of your duties, as flexibility in meeting company and guests needs is required by all employees.



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