At InterContinental Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries. By bringing your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the world over.


Manage all aspects of the front office (guest registration, porter services, business centre, telephone services, concierge services, and Club InterContinental) to deliver a guest experience that is unique and brings the brand to life.

Specific Pre - Opening Responsibilities

  • Study the approved budgets and ensure compliance.
  • Study Intercontinental guest experience standards and devise plans to implement them effectively.
  • Study local cultural aspects and target customers’ expectations and propose how to integrate value added services that “wow” guests.
  • Set up guest experience standards in consultation with Resort Manager and General Manager.
  • Devise/ approve/ implement operational manuals, brand service standards and job descriptions for each section of the division.
  • Recruit key members of own team as per IHG People tools in collaboration with Director of Human Resources.
  • Oversee recruitment, induction and training of entire team alongside own key team members and Human Resources.
  • Plan and oversee all logistics in own department for a smooth and successful opening.
  • Ensure that the facilities are well set up, logistics are available and the right quality of human resources are recruited, trained and made enthusiastically ready for the opening as per deadlines from Owning company, IHG and General Manager.
  • Prepare and manage a cost effective budget with measurable targets for department within the financial parameters set down by the hotel budget.
  • Effectively monitor and analyze variations from the budget.
  • Develop procedures that track, report on, and control the running costs of the department.
  • Monitor results of P&L statements and controls costs.
  • Work within the company’s Human Resource Management System to ensure the departmental performance of staff is productive.
  • Plan for current and future staffing needs.
  • Recruit in line with company guidelines.
  • Prepare detailed orientation 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.
  • Deliver training.
  • Actively work at developing your direct reports 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 positive relationships.
  • Monitor development of staff for promotions and terminations
  • Create a luxury guest experience framework and implement the standards to be upheld by the entire team consistently.
  • Inspire and personally create innovative ways to surprise and engage guests and other visitors to the resort lobby.
  • Personally 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.
  • Review and update existing standards to ensure competitiveness regularly.
  • Monitor HeartBeat results and mystery audits and implements action plans to improve results.
  • Familiarize yourself with Company Health and Safety Policies and ensure your areas promote and comply with them.
  • Take responsibility to rectify hazardous situations, reporting major areas of concern to your 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, Weather related Warnings, etc.

Directing a great quality luxury experience for the resort guests. Responsible for the entire front desk, guest relations, Instant Service, Concierge and Club InterContinental departments.

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.

  • Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration
  • 3 years of Front Office/Guest Service experience including management experience.
  • Must speak fluent English; other languages preferred.
  • Excellent interpersonal communication skills
  • Strong analytical skills
  • Excellent reading and writing abilities for completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
  • Mathematical skills,
  • Problem solving, reasoning, motivating, organizational and training abilities
  • Ability to work nights, weekends, and/or holidays.

Job : Front Office Management
Primary Location : IMEA_MiddleEast-United Arab Emirates-FU-Fujairah

Nov 15, 2016, 11:59:00 PM

7 days ago

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