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FRONT OFFICE MANAGER - Holiday Inn Salmiyah, Kuwait

Kuwait City

Full job details

Recruiter
Holiday Inn - Middle East & Africa
Posted
15/02/2017
Ref
KUW001474
Location
Kuwait City
Job Type
Front Office
Sector
Hotel
Job Level
Management
 

 What's your passion? Whether you're into swimming, travelling or reading 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.


 


We currently have a vacancy for a Front Office Manager at Holiday Inn Salmiyah Kuwait


 


JOB OVERVIEW: 


 


To manage the operations of the Front Office Department by ensuring product quality standards are met and that optimum service is provided to all hotel guests according to the hotel’s and InterContinental Hotels Group business objectives.  To perform the human resource function in ensuring staff selection, training, counseling and recognition programs are adhered to in order to maximize performance standards and to adhere to guest service standards in order to maximize guest satisfaction. Plays the leading role in promoting the desired work culture around “Our Winning Ways”.


 

FINANCIAL RETURNS


·         Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue


·         Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out


·         Compile statistics for front office and provide reports relating to that area


·         Approve upgrades and special amenities


·         Maintain all procedures and adheres to them within the IHG guidelines; in particular with emphasis on hotel credit policy.


·         Upsell late Check-Out


·         FOM to carry total responsibility to ensure all city-ledger invoice are supported with correct back-up document LPO (letter Purchase Order)


§  Prepare, manage and achieve the department’s budget. Duties include:


§  Prepare and manage a cost effective budget with measurable targets for department within the financial parameters set down by the hotel budget


§  Effectively monitor and analyze variations from the budget


§  Develop systems that measure the cost effectiveness of the department


§  Develop procedures that track, report on, and control the running costs of the department


PEOPLE


·         Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees


·         Maintain inter-departmental relationships to ensure seamless customer service


·         Monitor and oversees the front office operation and personnel to ensure guests receive prompt, cordial attention and personal recognition, and to ensure the Great Hotel Guest Love experience is delivered at all times


·         Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information


·         Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information


·         Check on daily bases on staff Hygiene and assure all staff are compliant with grooming and Hygiene standards


·         Assure that all Front Office colleagues are well trained and implementing the Hotel / Front Office policies and procedures particular the Credit Authorization Policy


·         Work within the company’s Human Resource Management System to ensure the departmental performance of staff is productive. Duties include:


§  Plan for future staffing needs


§  Recruit in line with company guidelines


§  Prepare detailed orientation programs for new staff


§  Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation


§  Ensure training needs analysis of your departmental staff is carried out and training programs are designed and implemented to meet needs


§  Deliver training


§  Actively work at developing your direct reports and identify high potentials 


§  Maintain training records for all direct reports and ensure they do the same for their staff


§  Conduct probation and formal performance appraisal in line with company guidelines


§  Coach, counsel and discipline staff, providing constructive feedback to enhance performance


§  Approve leave requests after considering peaks and troughs in the business 


§  Regularly communicate with staff to maintain positive relationships


 


GUEST EXPERIENCE


·         Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition


·         Schedule and regularly conducts routine inspections of areas under his/her control


·         FOM to inspect the condition and cleanliness of Hotel vehicles on daily bases


·         Assure that Hotel entrance and Public Area are to be kept clean at all times


·         FOM to personally review VIP in house guests list and arrival list and VIP Rooms allocations


·         Perform a minimum of 5 courtesy calls per day and log it in Guest Relations logbook


·         Encourage guest to post their reviews on Trip-Advisor and Facebook


·         Inspect a minimum of two rooms per day covering all aspects related to cleanliness, settings, room condition, maintenance, as per hotel standards


·         FOM ensures 100% compliance of brand standards for Guest arrival experience such as greeting and calling guest by name


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


·         Review and update existing standards to ensure competitiveness


·         Demonstrate service attributes in accordance with industry expectations and company standards including:


 


 


 


§  Being attentive to Guests


§  Accurately and promptly fulfilling Guests requests


§  Anticipate Guests needs


§  Maintain a high level of knowledge which affects the Guest experience


§  Demonstrating a ‘service’ attitude


§  Taking appropriate action to resolve guest complaints


 


RESPONSIBLE BUSINESS


·         Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program


·         Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained


·         Know system recovery procedures


·         Interpret computer reports


·         Continually check the accuracy of room count


·         FOM personally review the activities and events of the hotel and assure proper preparation at all times


·         FOM must assure that all guest feedback is logged in the FO log book prior to leaving duty / shift turnover with proper communication in place


·         Contribute to the overall strategic plan of the business and help compile the annual hotel business plan


·         Keep abreast of trends in your area and implement best practice initiatives


·         Develop a competitive business plan for your operational area and communicate this to your operational colleagues and staff


 



  • Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration, plus five to ten years of prior hotel management experience or equivalent combination of education and experience.

  • Experience required may vary based on size and complexity of operation.

  • Must speak fluent English. Other languages preferred.

  • Excellent English skill, both oral and written
  • ·         Proficient in computer operations (Word, Excel and PowerPoint)


    ·         Able to make presentations


    ·         Knowledge of basic accounting is desirable


    ·         Presentable and a team player



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