IHG Guest Experience Manager - Holiday Inn Doha - The Business Park (Pre-Opening 2017) in Doha, Qatar


What's your passion? Whether you're into gardening, swimming or karate, 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.

Holiday Inn Doha The Business Park, Conveniently located in the center of the bustling Business Park and the financial district of Doha , Holiday Inn Doha The Business Park is only a 15-minute drive from Hamad International Airport and a few minutes away from the local main attractions including Souq Waqif and Museum of Islamic Arts . Explore the city at ease with close proximity to the shopping malls, the Corniche and to the city center making it an ideal place to stay around for business or leisure.

The hotel s 307 well-appointed guestrooms all feature flat-screen televisions, satellite channels, complimentary high speed internet access, also 7 high-tech and flexible meeting rooms, a 24 hour business center, Lobby Cafe, Stock Burger, Pool Bar and All-Day Dining Restaurant.

Job Overview

You'llbe involved in all relevant matters affecting guest service and hoteloperations to ensure guests receive prompt attention and personal recognitionthroughout the hotel. In addition, you'll respond to guest needs and resolveany issues that may arise; overseeing the Front Office Reception team.

Place of Work

Holiday Inn Doha TheBusiness Park - The Company may temporarily post you to another IHG hotel/department/Crowne Plaza Doha - The Business Park after discussing thesuitability and domestic arrangements with you. You may on occasion be requiredto travel both in Qatar and overseas in connection with the employment.

Duties and Responsibilities

The primary responsibility of this roleis to structure the Front Office Department policies and procedures to deliverGreat Hotels, Guests Love and create the right environment in which ourcolleagues can experience our Winning Ways and IHG commitment. The GuestExperience Manager is responsible for managing a team, in order to deliver thehighest level of service to all guests. Particular attention must be given tothe recognition of the VIP and long term guests, IHG Rewards Club Members andRoyal Ambassadors. In the Role of Guest Experience Manager you will be requiredto work closely with the Duty Managers and other operational managers to ensuresynergies exist between sections and to ensure all Front Office operations runin an efficient and effective manner.

Key Responsibilities:

Implement newFront Office policies and procedures as required in order to standardizeguest s service delivery. Performs on the job training and coaching to ensureall colleagues are capable of delivering the Holiday Inn standards.

Ensure standardsand procedure are in place to ensure all IHG Rewards members and Ambassador members, long term guests andother VIPs receive special attention and recognition

Meet and greet allV.I.P. and long term guests to ensure that their rooms are inspected andprepared prior to arrival, driving the welcome/farewell interviews

Drive theenrolment of IHG Rewards and Ambassador Members ensuring enrolments are in linewith the required targets as set in the Performance Tracker.

Proactively looksfor ways of providing better service and to exceed guest expectations. Whenglitches occur ownership is taken to implement service recovery and to ensureaction is taken to address the issue in question to prevent its reoccurrence.

Be knowledgeable,and to ensure all direct reports are familiar with all hotel room types,outlets and facilities and to be aware of all in house functions and eventstaking place.

Work closely withthe Duty Managers to control room availability, room types, accuracy of roomcount and correct rate grid applied in alignment to hotel s business strategy.

Liaise withHousekeeping and Engineering Department to ensure room standards are maintainedand the Room Ready on Arrival policy is adhered to.

Ensure colleaguesmaintain appropriate standards of conduct, dress, hygiene, uniforms, appearanceand posture of departmental employees.

Organizes andfacilitate Resident s cocktail parties

Driving the guestexperience through service quality and continuous improvement, asking regularfeedback from the guests using I interview, surveys or open discussion.

Monitoring socialmedia comments, reply accordingly and driving positive reviews


Ensuringimplementation and compliance of the Company s Fire, Life and Safetyrequirements, by adhering to Risk assessment procedure of the department.

Ensure IHG brandstandards, policies and procedures are adhered too at all times for both shortand long term guests..

Conducts propertytours and room inspection when required and recommend areas for improvement

Drives the actionof Green engagement Level 3 along with other departments.


Contribute towardachieving the annual Winning Metrics of the property

Drives up sellingat the point of check-in to increase overall room revenue and increase theREVPAR uplift.

Manages guest andstationary supplies to optimize cost and wastage.

Be aware of creditpolicies and procedures and liaise closely with Finance Department to ensurethat credit procedures are properly carried out and Paymaster s are managed.


Role modeling our IHG Company Values, Winning Ways, Servicebehaviors, Leading employee engagement activities.

Delivery of hotel-wide and departmental communication, ConductingAnnual and Mid-Year Performance Reviews and ability to identify talent forprogression with PDP.

Coaching and regular feedback sessions of colleagues,Implementation of departmental specific training programs.

Organizes and drives monthly FO team meetings and outings inadditional to the daily briefings.

Ensures that good relations are maintained with all internaldepartments e.g. Housekeeping, Food & Beverage, Security, Recreation,Reservation and to meet with them regularly to discuss opportunities and anyinternal challenges.

Oversee the completion of weeklydepartmental schedules and ensures holidays and vacations are planned inadvance taking into consideration business demands.

Ideally, you'll have a minimum 5years experience in a hotel front office department with a minimum 2 yearexperience working for an international hotel brand as an Assistant FrontOffice Manager (or similar role).

You'll have excellent customerrelations, problem solving and time management skills; have a working knowledgeof hotel property management systems such as Opera and an understanding ofpoint of sales systems such as Micros.

This role is ideal for a competent and passionateindividual who is looking to build their capability and skills within a fastpaced, dynamic, learning and development focused hotel environment.

In return we'll give you a competitive financial and benefits package which may include healthcare support and life insurance support. Hotel discounts worldwide are available as well as access to a wide variety of discount programs 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.

IHG is an equal opportunity employer M/F/D/V


Job: Front Office

Location: Qatar-Doha

Requisition ID: DOH002416