Gerente de turno en InterContinental Fujairah Resort

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

The InterContinental Fujairah Resort is situated on the shoreline of the exquisite Al Aqah Beach, beneath the spectacular backdrop of the Hajjar Mountains. An exceptional destination where Arabian hospitality meets luxury. With 190 rooms, indoor & outdoor event space, restaurants & bar. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star resort presence.

What's your passion? Whether you're into knitting, kite flying or karaoke, at IHG we're interested in YOU! We love people who apply the same amount of care and passion to their jobs as they do their hobbies - people who help us create great brands guests love. And we're looking for more people like this to join our dynamic & committed team at the InterContinental Fujairah Resort.

Your Day to Day

As Duty Manager, you will provide supportive functional assistance to Front Office as well as other departments; interacting with guests and other stakeholders within the property.  Is accountable of maintaining smooth, efficient and seamless operations in Front Office, as well as support other operational departments when necessary. Will be Manager on Duty at the hotel during specific time periods (late evening, night and early morning).

Some of your main role responsibilities are:

• 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. 
• Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
• Educate and train team members in compliance with local laws and safety regulations. 
• Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards. 
• Mentor, coach, counsel and discipline line staff, provide regular constructive feedback to help manage conflict and improve team member performance. 
• Conduct periodic appraisals for direct reports and follows up PDPs.
• Develop, implement and follow up tailored action plans and procedures ensuring employee satisfaction.
• 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 general and local knowledge which affects the guest experience;
  • Demonstrating a ‘service’, genuine and caring attitude; 
  • Taking appropriate, prompt and responsible actions to resolve guest complaints.
• 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.
• Familiarize yourself with Company Health and Safety Policies and ensure your areas promote and comply with them.
• Take responsibility to rectify hazardous situations, report major areas of concern to your manager, General Manager or designate.
• Familiarize yourself with property safety, first aid and fire and emergency procedures and actively enforce these in your area of responsibility.
• Ensure security incidents in your operational area are reviewed and corrective measures implemented to prevent recurring incidents.
• In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc.
• Demonstrate understanding and awareness of all company policies and procedures relating to Health, Security, Hygiene and Fire Life Safety and ensure your direct reports do the same.
• Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes.
• Ensure that the handover procedures are followed in the transferring of all relevant information on a daily basis.

Ideally, you'll have some or all of the following competencies and experience we're looking for:

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration
• 3 years of Front Office/Guest Service experience including management experience.
• Communication skills; demonstrate 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 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.