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RELATIONSHIPS:

• Interacts and liaises closely with the Front Office, Guest Services, Guest Relations, Concierge, & Housekeeping
• Interacts with the Rooms Division Staff.
• Interacts with guests as appropriate.
• Interacts and cooperates with other departments as required.

DUTIES AND RESPONSIBILITIES:

• Supervises the day-to-day functions of the Front Office, Guest Services, Guest Relations & Concierge.
• Relief overnight coverage 
• Supervises, coordinates and directs the prompt, efficient and courteous service of the Front Office, Guest Services, Guest Relations, Concierge, 
• Assists with managing employee’s schedules to the established IHG labor standards and guidelines.
• Assists in planning work assignments based on room occupancy forecast, arrivals, departures and VIP lists, adjusting schedules as required.
• Aids in implementing on-the-job training 
• Establishes and maintains effective employee relations.
• Conducts daily per shift meetings and other meetings as needed 
• Controls and analyzes on an on-going basis Quality level of production and Guest Satisfaction.
• Establishes and maintains guest relations, monitors guest experience to fulfill additional requests.
• Recommends specials, meals, appetizers, and/or beverages to the guests in an up-selling manner and answers any questions.
• Attends and contributes to departmental meetings.
• Participates in operation as necessary in accordance with the requirements and Standards of the Front Office, Guest Services, Guest Relations, & Housekeeping. 
• Ensures hotel Policies &Procedures are met as outlined by all employees
• At IHG we are committed to providing our employees with a safe, secure and healthy workplace.  It is your responsibility to comply with all workplace health and safety requirements, including any department specific training regarding equipment and procedures.
• Perform other duties, tasks and special projects as assigned.

QUALIFICATIONS: 

Essential Requirements:

• High School diploma or equivalent.
• Previous experience one ½ to two years management role in a full-service outlet, and/or areas of room service, bar, breakfast room 
• Must be able to effectively communicate written and verbally in English.
• Ability to compute basic mathematical calculations. 
• Proficient in MS Word, Outlook, and Excel
• Proficient or knowledgeable in Micros
• Must be able to work rotating shifts in all types of conditions pertinent to the job including nights, weekends, and/or holidays.

Essential Skills:                 

• Must be a confident individual who is willing to assume responsibility
• Ability to demonstrate high degree of drive and determination
• Adaptive and flexible, team player 
• Ability to work cohesively with others and as part of a team
• Must have excellent employee relations skills and the ability to motivate staff
• Ability to supervise, train and direct employees, giving corrections when needed.
• Ability to perform job functions with attention to detail, speed and accuracy, and comprehend instructions.
• Ability to prioritize, organize, delegate work and follow through while working in a fast-paced environment.
• Ability to be a clear thinker who remains calm and resolves problems using sound independent judgment.
• Ability to work under pressure of meeting production schedules and timelines for guests and fellow workers.

Desirable:

• Hospitality Management Degree or some college

The statements in this job description are intended to describe the essential nature and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.