IHG Duty Manager - Holiday Inn & Suites Bengaluru Whitefield in Bengaluru, India

Description:

·

Reports directly to and communicates

with the Front Office Manager on all pertinent matters affecting guest service

and hotel operations.

·

Provides functional assistance and

direction to all departments.

·

Cooperates, coordinates and

communicates with other hotel departments as required.

·

Reacts to situations to ensure guests

receive prompt attention and personal recognition throughout the hotel

·

Responds to guest needs and resolves

related problems

·

Supervises and directs Reception,

Operators & Business Center personnel.

·

Supports and assists Front Office

personnel and all departments at peak periods.

·

Ensures VIPs and IHG Rewards members

receive special attention.

·

Inspects front of house and back of

house regularly for cleanliness.

·

Assists Guest Relations in greeting,

rooming, and sending off VIP guests.

·

Monitors appropriate standards of

conduct, uniform, hygiene, and appearance of staff.

·

Provides input for Front Office

meetings.

·

Promotes inter-hotel sales and in-house

facilities.

·

Checks billing instructions and

monitors guest credit

·

Analyses and approves discounts and

rebates.

·

Analyses the rate variance report to

ensure rooms revenue control

·

Takes action with the Property

Management Systems (PMS) in emergency situation.

·

Fully conversant with all hotel

emergency procedures.

·

Ensures front line staff comply with

FIT marketing techniques and maximize sales.

·

Carry

out special needs and requests of the guests, VIPs and repeat visitors.

Human ResourceResponsibilities

·

Works

with Superior and Human Resource Manager to ensure the departmental performance

of staff is productive. Duties include:

o

Assists

in planning for future staffing needs

o

Assists

in recruiting in line with company guidelines

o

Prepares

and administers detailed induction program for new staff Assists in maintaining

a comprehensive, current and guest focused set of departmental standards and

procedures and oversees their implementation

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InterContinental Hotels Group. All rights reserved. Proprietary and

Confidential.

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o

Ensures

training needs analysis of Front Office staff is carried out and training

programs are designed and implemented to meet needs

o

Provides

input for probation and formal performance appraisal discussions in line with

company guidelines

o

Coaches,

counsels and disciplines staff, providing constructive feedback to enhance

performance

o

Regularly

communicates with staff and maintains good relations.

FinancialResponsibilities

·

Works

with superior in the preparation and management of the department’s budget.

Duties include:

o

Assists

in coordinating the preparation of the departmental annual budget

o

Controls and monitors departmental

costs on an ongoing basis to ensure performance against budget

Occupational Health and SafetyResponsibilities

·

Demonstrate Awareness of OH&S policies and

procedures and ensure all procedures are conducted safely and within OH&S

guidelines and ensure your direct reports do the same

·

Be aware of duty of care and adhere to

occupational, health and safety legislation, policies and procedures

·

Be familiar with property safety, first

aid and fire and emergency procedures and operate equipment safely and sensibly

·

Initiate action to correct a hazardous

situation and notify supervisors of potential dangers

·

Log security incidents and accidents in

accordance with hotel requirements

Key Competencies

Key Tasks

Drive For Results

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Compete

against a standard of excellence by setting high performance standards and

pursuing aggressive goals

·

Strive

for constant improvements and takes responsibility for achieving business

results and persevere despite obstacles

Understanding theBusiness

· Demonstratean interest in and an understanding of issues relevant to your department andhotel and keep your knowledge up to date, including legislative information

·

Adheres to Crowne Plaza Corporate

Code of Conduct, Employee Handbook and Hotel policies

·

Demonstrates an understanding of

competitors’ major strengths and weaknesses

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Establishes and interprets key

performance indicators to manage the business, consistently takes into

accounts financial implications of business decisions and recommendations

·

Has

a broad knowledge of how the business is run, focuses on the major factors

necessary to ensure that the business is successful and profitable

Problem Solvingand Decision Making

·

Diagnose

problems and thoroughly analyze information to guide decision making

·

Evaluate

and assimilate critical information when reaching conclusions and make

logical, competent decisions

Customer Focus

·

Build

and maintain positive relationships with all internal customers and guests in

order to exceed their needs

·

Take

action to address these needs in order to exceed their expectations

·

Create

a positive hotel image in every interaction with internal and external

customers

·

Adhere

to hotel brand standards

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Maintain a high level of product and service knowledge in order to

explain and sell services and facilities to guests

·

Assist

guests and escort them to locations within the hotel at their request

·

Maintain

knowledge of special programs and events in the hotel in order to recognize

and respond to guests needs

·

Maintain

current Hotel information to be able to provide information to guests

·

Anticipate

guests' service needs, including asking questions of guests to better

understand their needs and watching/listening to guest preferences and acting

on them whenever possible.

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Innovation

·

Generate

new ideas and encourage creativity from your staff

·

Recognize

the need for new and modified approaches

Teamwork

·

Demonstrate

co-operation and trust with colleagues, supervisors, teams and across

departments to deliver positive results

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Actively

participate in wider hotel meetings

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Interact

with department and hotel staff in a professional and positive manner to

foster good rapport, promote team spirit and ensure effective two way

communication

Adaptability

·

Be

comfortable and effective in an environment of ambiguity or change

·

Be

receptive to new ideas and respond to workplace changes in a flexible and

optimistic manner

·

Complete

tasks as directed by Management

Impact and Influence

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Promote your ideas persuasively, and

shape the opinion of subordinates and overcome resistance.

·

Build consensus for action and

negotiate mutually beneficial solutions to problems.

·

Establish influential contacts with

suppliers

Leading and Developing People

·

Inspire

others to excel by clearly communicating business values and direction,

recognizing good performance and providing managerial support

·

Develop

potential of others through coaching and development opportunities to build

organization capability for the future

·

Ensure

that hourly employees are trained on company core values, job roles,

responsibilities, and technical and service aspects of the job.

·

Coach

and develop employees (e.g., create expectations for continual improvement,

provide challenging tasks and assignments, hold development discussions, and

construct and execute development plans).

·

Encourage

and motivate employees to perform their best, take responsibility for tasks

and assignments, make decisions and provide input on possible improvements.

·

Listen

to hourly employees' suggestions for improving how work is done and how

guests are served, gaining management support as needed to act upon

suggestions.

·

Assist

management in establishing and communicating goals, performance expectations,

timetables and deadlines for shift or departmental operations to hourly

employees and ensure that they are understood.

Cultural Awareness

·

Understands and takes into account

the global nature of the business; works effectively with colleagues from

different viewpoints, cultures and countries

Qualifications

High

School Diploma / secondary education / equivalent plus five years & more Front

Office experience including some supervisory training/experience. Must be able

to speak local language(s).

Job: Front Office

Location: India-Bengaluru

Requisition ID: BEN000419