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Night Manager - Only for Transferable Iqama Applicants

Riyadh

Full job details

Recruiter
Holiday Inn - Middle East & Africa
Posted
24/11/2016
Ref
RIY000758
Location
Riyadh
Job Type
Front Office, Front Office Manager
Sector
Hotel
Job Level
Non-Management
 
What's your passion? Whether you're into sports, 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.







The Location



Our modern eight storey hotel is located close to the Olaya business district, within easy reach to business centers such as Al Faisalyah and Kingdom Tower. With such an iconic location as this, access to the hotel via any one of the major arterial roads into and out of Riyadh ensures your arrival and departure will be easy. Our dedicated conference floor offers 16 meeting rooms of various combinations, from a boardroom table of 10 guests to larger venues to suit over 120. With a choice of over 290 accommodation rooms, and suites, dining outlets, and modern gymnasium, the choice will be yours for the making.



JOB OVERVIEW
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 Holiday Inn® we want our guests to relax and be themselves which means we need team members to:
• Be you – by being natural, professional and personable in the way you are with people
• Get ready – by taking notice and using your knowledge so that you are prepared for anything
• Show you care – by being thoughtful in the way you welcome and connect with guests
• Take action – by showing initiative, taking ownership and going the extra mile 
DUTIES AND RESPONSIBILITIES
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:
o Guests – to ensure their total satisfaction
o Regulatory agencies, law enforcement or local government authorities – regarding safety and compliance matters
o 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.

RESPONSIBLE BUSINESS
• 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.
• 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.

ACCOUNTABILITY
Represents the hotel’s management in judgment and decision making while typically in charge of hotel operations in the absence of General Manager and/or other management staff. Does not routinely perform front desk or night audit functions.

QUALIFICATIONS AND REQUIREMENTS
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.

• 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.

JOB OVERVIEWOversee 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 Holiday Inn® we want our guests to relax and be themselves which means we need team members to:• Be you – by being natural, professional and personable in the way you are with people • Get ready – by taking notice and using your knowledge so that you are prepared for anything • Show you care – by being thoughtful in the way you welcome and connect with guests• Take action – by showing initiative, taking ownership and going the extra mile   





DUTIES AND RESPONSIBILITIES



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:o Guests – to ensure their total satisfactiono Regulatory agencies, law enforcement or local government authorities – regarding safety and compliance matters o 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.



RESPONSIBLE BUSINESS• 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.• 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.



ACCOUNTABILITYRepresents the hotel’s management in judgment and decision making while typically in charge of hotel operations in the absence of General Manager and/or other management staff. Does not routinely perform front desk or night audit functions. QUALIFICATIONS AND REQUIREMENTS



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:• 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 kneelingOther:• 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.



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