Club InterContinental Manager

Hotels Clubs and Spas
Food and Beverage Service
Department Head
ME/GCC (Except UAE)
Salary Description:
Intercontinental Hotels Group (IHG)
Job Ref:

What's your passion? Whether you're into tennis, 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.

At the moment we're looking for InterContinental Club Manager in Front Office to join our energetic, enthusiastic and passionate team at InterContinental Jordan.

InterContinental Jordan was established in 1963 and was the first 5 star international Hotel in Jordan and celebrated its 50th anniversary in March 2013. It is considered as one of the key hotels within IHG - MEA Hotels. InterContinental Jordan enjoys a prime location at the heart of the diplomatic area of Amman, on the summit of one of the seven hills. Located within walking distance of the old city center, InterContinental Jordan is only a 30-minute drive from Queen Alia International Airport. The 440 renovated rooms and suites are equipped with an array of modern amenities and latest technology. The Hotel has a very large F&B operation with a high contribution to the total Hotel revenue.

For meetings and conferences, the hotel is well equipped for hosting business and social gatherings of every description, with nine flexible and renovated function rooms that can accommodate from 10 to 1500 guests. Over 500 colleagues are committed to maintaining the highest standards of luxury, quality and service which define the company.

As an InterContinental Club Manager you will be reporting directly to the Director of Rooms Division and below are some of the key responsibilities:<br><br> Key Responsibilities
§ Monitor Club InterContinental personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through farewell.

§ Monitor Club InterContinental personnel to ensure Club InterContinental's Guests consistently receive all benefits, repeat guests and other VIP's receive special recognition and service.

§ Inspects all VIP rooms prior to arrival

§ Oversee maintenance of efficient repeat guest history system

§ Promote Inter-Hotel sales and in-house facilities

§ Perform such functions as to include:
o Priority Club and regular guest welcome letters
o Solicitation of Priority Club applications
o Attending to special requests by guests
o Develop and implement guest telephone contact systems

§ Compile, analyses and control Club InterContinental costs.

§ Schedule and attend regular Club InterContinental guest cocktail parties and social engagements in an effort to further improve on service delivery

§ Review arrival lists for all Club InterContinental arrival guest and VIPs to check room allocations, amenities, and special requests.

§ Prepare requisitions for amenities on a timely basis

§ Overall responsible for ensuring and maintaining the entire range of services offered for the Club InterContinental and the aim to maximum guest satisfaction

§ Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary

§ Organize and conduct regular meeting for all Club InterContinental staff to facilitate communications and smooth operations
Customer Service
§ 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 knowledge which affects the Guest experience
§ Demonstrating a 'service' attitude
§ Taking appropriate action to resolve guest complaints

§ Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers

Health, Safety and Security
§ Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same

§ Familiarize yourself with emergency and evacuation procedures

§ Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes

Financial Management
§ Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure

§ On an ongoing basis, control and analyses departmental costs to ensure performance against budget; implementing corrective measures where necessary to produce positive business results

§ Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements

People Management
§ Work within the company's Human Resource Management System to ensure the departmental performance of staff is productive. Duties include:
§ Plan for future staffing needs
§ Recruit in line with company guidelines
§ Prepare detailed induction programs for new staff
§ Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
§ Ensure training needs analysis of your departmental staff is carried out and training programs are designed and implemented to meet needs
§ Actively work at developing your staff and identify high potentials
§ Maintain training records for all direct reports and ensure they do the same for their staff
§ Conduct probation and formal performance appraisal in line with company guidelines
§ Coach, counsel and discipline staff, providing constructive feedback to enhance performance
§ Approve leave requests after considering peaks and troughs in the business
§ Regularly communicate with staff to maintain good relations

§ Comply with the Company's Corporate Code of Conduct

§ Familiarize yourself with the company values and model desired behaviors

§ Perform tasks as directed by the Manager in pursuit of the achievement of business goals

Contact Details:
Intercontinental Hotels Group (IHG)
Tel: .
Contact: HR Department

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