Front Desk Manager at InterContinental Fujairah Resort
- Fujairah
- Permanent
- Full-time
- Develop systems that measure the cost effectiveness of the department, by introducing tracking procedures that enable effective control of the running costs of the department
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
- Manage department Cash Float (if applicable) and financial transactions within hotel policies and procedures
- Analyses and approves discounts and rebates.
- Ensures front line staffs comply with selling strategy techniques and Revenue maximization.
- Responsible to drive the Front Office team in achieving the monthly Up-Selling, Ambassador and IHG Rewards enrolment Targets.
- Effectively manage staffing costs by preparing efficient work schedules for function in line with legal requirements taking into account Personal/Professional balance of colleagues
- Work within the company's HR regulations to ensure the departmental performance of staff is productive.
- Deal with, log and follow up with all guest queries and complaints, ensure that they are resolved; resulting in optimum guest satisfaction. Analyze guests complaint patterns and implement preventive action plans in liaison with other operational departments
- Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
- Be prepared and equipped to meet the diverse cultural needs of guests from around the world.
- Effectively manage overbooking situations, and carry-out book-outs as necessary following the guidelines as directed by Director of Guest Services in liaison with Revenue and Sales department.
- Monitors HeartBeat results, mystery audits and implements action plans to improve results.
- Ensure maximum team involvement in the HeartBeat program in order to obtain higher results.
- Ensures VIPs, Ambassadors and IHG Rewards guests receive special recognition and personalized attention.
- Assists Reception and Guest Relations during busy times. Supporting the operations to ensure optimal guest experience
- Checks billing instructions and monitors guest credit.
- Along with Front Office Section Heads, meet and greet guests as needed.
- Perform tasks as directed by the Manager in pursuit of the achievement of business goals.
- Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
- 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, specialized training and/or certifications, etc.
- May be required to work during nights, weekends, and/or holidays.
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