Aug 24, 2017
Under the general direction of the Chief Concierge, and within the limits of established InterContinental Hotels Group policies and procedures and local hotel policies and procedure, supervises Concierge Operations, and assists in supervising Bell Service, Doorman, Transport and Valet Parkers. Coordinate all guests’ needs, special requests, and enquiries to ensure superior service and value is delivered for our guests. Be the brand ambassador for “In the Know” by maintaining strong and sustainable working relationships with internal and external stakeholders. Ensure that 3rd party partners (Limousine & Valet) colleagues are complying with company policies, standards and procedures. Duties and Responsibilities FINANCIAL RETURNS Propose Hotel Limousine service at every opportunity for guests. At every possible opportunity, promote the hotel’s other businesses such as Food & Beverage outlets and Spa, with recommendations and In the know details to entice a visit. Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out. Maintain cashier float and ensures accurate daily report of all money received. Deal with Cash, Check and credit transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately. Ensure that all charges are correctly posted to the guests bills following the standard procedures. Demonstrate full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enrol new members. Be aware of the hotel availability and that every opportunity to maximize room and F&B sales is taken. To be fully involved in the IHG Rewards, ICA enrolments Gain understanding of the departmental goals and financial targets and support your Line Manager to achieve these targets. Recycle where-ever possible and enforce cost saving measures where appropriate. OUR PEOPLE Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook. Comply with Company Grooming Standards Comply with Time and Attendance Policies. Actively participate in training and development programs and maximize opportunities for self development. To carry out on the job training in conjunction with and under the direction of line Manager. Actively develop positive and effective communication between Concierge team and all other operational Departments. Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries. Assist colleagues at Guest Relations or Club lounge when necessary Supervise Bell Service, Transport & Valet 3rd party team members Attend and actively participate in Team Briefings and departmental meetings Ensure that the handover procedures are followed in the transferring of all relevant information on a daily basis. GUEST EXPERIENCE Demonstrate service attributes in accordance with industry standards, guest expectations and company Brand standards including: Being attentive to guests; Accurately and promptly fulfilling guests requests; Anticipate guests needs; Maintain a high level of general knowledge which affects the guest experience; Demonstrate a ‘service’, genuine and caring attitude; Taking appropriate, prompt and responsible actions to resolve guest complaints. Ensure team members provide guests with prompt service, professional attention and personal recognition Ensure guests are greeted upon arrival. Assist and guide all guests and visitors of the hotel Respond appropriately to guest complaints. Communicate any outstanding guest requests or issues to other necessary departments and ensure follow up. Assist Manager in Collecting, providing and maintaining comprehensive updated “In the Know knowledge” across the team, be prepared to meet guest requests and deliver superior service. These services could include: sporting events, places of interest, restaurants, theatre, airline, transportation tickets, limousine rentals, sightseeing tours, spa services, sitters, florists, couriers, mail services, international calls and any other information of interest. Be prepared and equipped to meet the diverse cultural needs of guests from around the world. Ensure a “welcoming sense of arrival” and demonstrate a “sincere goodbye” by supporting any needs at the bell stand or the door while ensuring the lobby and Concierge area’s appearance reflect highly on the hotel and company. Ensure all measures are taken so as to guarantee that guests depart from the hotel with a positive impression of hotel services. Take personal interest and pride to ensure that the Cpncoerge Lounge and Bell Service area is kept clean and in an orderly state at all times. Must ensure high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores in HeartBeat survey and other Guest Satisfaction surveys. Responsible and attends to guest’s request of using the service of safety box at all times as well as Business Centre services Ensure all messages received for guests are passed on accurately and as quickly as possible. Ensure all customers receive a fast, efficient and friendly service following the InterContinental Brand Standard Guidelines and the Standard of Operations Procedures of the hotel. Perform tasks as directed by the Manager in pursuit of the achievement of business goals. Ensure maximum involvement in the HeartBeat program in order to obtain higher results. Is knowledgeable about the different software programs utilized in the Guest Services Department including but not limited to Property Management System, Work Order and Glitch report system and electronic devices (paging system), etc Promptly respond to guest requests send via email. RESPONSIBLE BUSINESS Comply with the Company’s Code of Conduct. Comply in maintaining security of information relating to customers and colleagues in the hotel. Comply with discretionary information keeping Align self with the company values, mission and desired behaviors.. Ensure that the handover procedures are followed in the transferring of all relevant information on a daily basis. Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager. ACCOUNTABILITY Comply with the Company’s Code of Conduct. Comply with the company values and model desired behaviors. Supervise Bell Service and 3rd party partners Cash float and any money related transaction accuracy. Do you have what it takes to be a leader in the world's most global hotel company? If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist. Qualifications Ideally, the candidate must possess previous work experience in a Front Office/Concierge environment or equivalent. Is a team player and have strong verbal and communication skills. He/She must be customer oriented and is flexible to work in various shifts.
InterContinental Hotel Group
InterContinental Fujairah Resort - Al Aqah - Al-Fujayrah - United Arab Emirates