inter_TopBannner

Club Floor Manager

Muscat

Full job details

Recruiter
InterContinental Hotels & Resorts - Middle East & Africa
Posted
16/11/2016
Ref
MUS000956
Location
Muscat
Job Type
Front Office
Sector
Hotel
Job Level
Management
 

Are you ready to be a Club Floor Manager 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:




·      Reports directly to and communicates with the Front
Office Manager on all pertinent matters affecting guest satisfaction.

·      Provides functional assistance and direction to Club
InterContinental Floor agents.

·      Interacts with guests as well as individuals outside the
hotel, but not limited to travel industry representatives, competitors and
other members of the local community.

·      Co-operates, co-ordinates and communicates with other
hotel departments as required.

·      Ensures all pertinent information is recorded and given
to all Club InterContinental Floor Agents.

·      Monitors Club InterContinental Floor personnel to ensure
maximum guest satisfaction through personal recognition, unprompted service,
prompt cordial attention from arrival throughout the guest's stay to departure
according to ICON standards.

·      Ensures Ambassador and Priority Club Members consistently
receive all benefits, repeat guests and other VIPs receive recognition and
service.

·      Reviews arrival lists for all arrivals and VIPs to check
room allocations, amenities and special requests.

·      Ensures room inspections of all arrivals according to
hotel and ICON standards, especially for all VIPs.

·      Informs other operating departments, notable Housekeeping
and Food and Beverage, on matters that concern them

·      Oversees and ensure a smooth arrival, escort and
departure of all guests according to ICON standards.

·      Monitors the registration of all guests, ensuring all
relevant details are obtained on the registration card while adhering to the
hotel's credit policy and such details are recorded in the hotel's computer
system,

·      Ensures that all Club InterContinental Floor staff adhere
to their cashier duties, establish sufficient credit for all guests and solve
all discrepancies reported from Accounts Department instantly.

·      Handles guest complaints and refers them as necessary.
Follow up on corrective action and communicates them in a timely manner to
senior management.

·      Attend regular Ambassador and VIP guest cocktail parties.

·      Ensures all staff is aware of daily functions,
promotions, packages, changes of rates and changes in price strategies.

·      Promotes Inter-Hotel sales and in-house facilities.

·      Ensures Club InterContinental Floor team complies with
the UFO and RESPRO selling techniques and maximises sales.

·      " Maintains efficient repeat guest profile system
and promotes and drives Guest Preference Program.

·      Ensures that monthly expense reports are prepared.

·      Prepares requisition for Club InterContinental Floor
supplies on a timely manner and strives to improve food and beverage service
according to guest expectations and ensures all Club InterContinental Floor
guests receive amenities.

·      Compiles, analyses and controls Club InterContinental
Lounge costs.

·      Prepares the monthly rota.

·      Established and maintains effective employee relations.

·      Assists in identifying training needs, develops formal
training plans and implements training sessions for guest contact personnel.

·      Conducts such functions as performance appraisals,
counselling and coaching of Club InterContinental Floor staff.

·      Conducts staff meeting on a regular basis.

·      Performs related duties and special projects as assigned
by the Front Office Manager and the Assistant Front Office Manager.

·      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.

·      Guests are satisfied with the level of service and no
complaints are received.

·      All bookings are handled according to hotels credit policies.

·      Loyalty programs are promoted and expected serviced and
benefits 'are provided.

·      Control and analysing of costs.

·      Staff are motivated and well trained.

·      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 StandardManual.

·      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.


 In return we'll give you a generous financial and benefits package
including accommodation, uniform, free meals on duty hotel discounts worldwide
and the chance to work with a great team of people. Most importantly, we'll
give you the room to be yourself.



So what's your passion?
Please get in touch and tell us how you could bring your individual skills to
IHG.



Are you ready to be a Club Floor Manager 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:


·      Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest satisfaction.

·      Provides functional assistance and direction to Club InterContinental Floor agents.

·      Interacts with guests as well as individuals outside the hotel, but not limited to travel industry representatives, competitors and other members of the local community.

·      Co-operates, co-ordinates and communicates with other hotel departments as required.

·      Ensures all pertinent information is recorded and given to all Club InterContinental Floor Agents.

·      Monitors Club InterContinental Floor personnel to ensure maximum guest satisfaction through personal recognition, unprompted service, prompt cordial attention from arrival throughout the guest's stay to departure according to ICON standards.

·      Ensures Ambassador and Priority Club Members consistently receive all benefits, repeat guests and other VIPs receive recognition and service.

·      Reviews arrival lists for all arrivals and VIPs to check room allocations, amenities and special requests.

·      Ensures room inspections of all arrivals according to hotel and ICON standards, especially for all VIPs.

·      Informs other operating departments, notable Housekeeping and Food and Beverage, on matters that concern them

·      Oversees and ensure a smooth arrival, escort and departure of all guests according to ICON standards.

·      Monitors the registration of all guests, ensuring all relevant details are obtained on the registration card while adhering to the hotel's credit policy and such details are recorded in the hotel's computer system,

·      Ensures that all Club InterContinental Floor staff adhere to their cashier duties, establish sufficient credit for all guests and solve all discrepancies reported from Accounts Department instantly.

·      Handles guest complaints and refers them as necessary. Follow up on corrective action and communicates them in a timely manner to senior management.

·      Attend regular Ambassador and VIP guest cocktail parties.

·      Ensures all staff is aware of daily functions, promotions, packages, changes of rates and changes in price strategies.

·      Promotes Inter-Hotel sales and in-house facilities.

·      Ensures Club InterContinental Floor team complies with the UFO and RESPRO selling techniques and maximises sales.

·      " Maintains efficient repeat guest profile system and promotes and drives Guest Preference Program.

·      Ensures that monthly expense reports are prepared.

·      Prepares requisition for Club InterContinental Floor supplies on a timely manner and strives to improve food and beverage service according to guest expectations and ensures all Club InterContinental Floor guests receive amenities.

·      Compiles, analyses and controls Club InterContinental Lounge costs.

·      Prepares the monthly rota.

·      Established and maintains effective employee relations.

·      Assists in identifying training needs, develops formal training plans and implements training sessions for guest contact personnel.

·      Conducts such functions as performance appraisals, counselling and coaching of Club InterContinental Floor staff.

·      Conducts staff meeting on a regular basis.

·      Performs related duties and special projects as assigned by the Front Office Manager and the Assistant Front Office Manager.

·      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.

·      Guests are satisfied with the level of service and no complaints are received.

·      All bookings are handled according to hotels credit policies.

·      Loyalty programs are promoted and expected serviced and benefits 'are provided.

·      Control and analysing of costs.

·      Staff are motivated and well trained.

·      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 StandardManual.

·      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.


 In return we'll give you a generous financial and benefits package including accommodation, uniform, free meals on duty hotel discounts worldwide and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.



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