Front Desk Shift Manager - InterContinental The Wharf - Full-time / Part-time

Do you see yourself as a Front Desk Shift Manager?

What's your passion? Whether you're into sports, shopping or karaoke, 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.

Under the guidance and direction of the Front Office Manager (FOM), and with in the limits of established InterContinental Hotels Group policies and procedures, the Assistant Manager Front Office, provides supportive functional assistance to all departments, and acts as a key communication link with guests.

At InterContinental Hotels & Resorts we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.

• Stay in the moment by understanding and anticipating guests needs, being attentive and taking ownership of getting things done.

• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

• Ensures that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts. Adjust schedules throughout the week to meet the business demands.

• Monitors safe-deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
• Participates in the preparation of the hotels strategic plan, marketing plan and goals program. Prepares Front Office Budget.

• Controls and analyzes, on an on going basis, departmental costs to ensure performance against budget.
• Analyses and approves discounts and rebates.
• Analyses the rate variance report prepared by Income Auditor to ensure rooms revenue control.

PEOPLE:

• Assists the Front Office Manager in the Communication of expectations to the Associates through:

- Departmental Orientation

- Job Description & Task List by Classification

- The Designated Trainer Program

- Performance Appraisal/review Process

- Development of Associates

- Monthly Departmental Meetings

- Conflict Resolution/Progressive Corrective Action

- Pre Service Meetings

• Manages and directs the Front Office, including Front Desk & Concierge, VIP Desk, The Club, Bell/Door and Valet Parking and Instant service Centre.
• Provide leadership to Front Office in absence of Front Office Manager.
• Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts. Adjust schedules throughout the week to meet the business demands.
• Attend pre-shift briefing with staff and review all information pertinent to the day's business.
• Monitors performance of all Front Office staff in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel
• Works closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Communicates to the Front Office Manager all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information.

GUEST EXPERIENCE:

Reacts to situations to ensure guests receive prompt attention and personal recognition through out the hotel.

• Ensures that all V.I.P.'s are pre-registered according to standards.

Responds to guest needs and resolves related problems.

• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental associates.

Monitors the hotel front entrance and resolve any congested situations.

Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

RESPONSIBLE BUSINESS:

• Inspect grooming and attire of staff; rectify any deficiencies.

• Communicates fire, emergency and health and safety procedures in conformance with the laws having jurisdiction.

• Performs related duties and special projects as assigned.