Cluster Director of Rooms, InterContinental Hotels

IHG

10h•$105,000 - $115,000

About The Position

As a Cluster Rooms Division Director you’ll lead the front office and housekeeping departments to ensure a memorable guest experience is delivered and departmental revenue and profit goals are met - always following safety and compliance requirements and local policies and procedures.

Requirements

Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration
Four years of guest service/hotel experience with 4 years in a management capacity, or an equivalent combination of education and work experience
Must speak local language (s)

Nice To Haves

Other languages preferred

Responsibilities

Direct everyday activity, plan and assign work work ensuring you always have the right staffing numbers
Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance
Train colleagues to make sure they hit hotel revenue goals to the standards we expect and have the tools they need to work effectively
Recommend or initiate any HR elated actions where needed
Drive a great working environment for teams to thrive - connect departments to create sense of one team
Interact with outside contacts: guests, vendors, and other contacts as needed
Develop and maintain great working relationships with key clients and outside contacts to increase revenue
Oversee night audit function and preparation of daily financial reports.
Prepare and submit statistical, performance, and forecast analyses and reports as required.
Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control
Use company systems and processes to maximize revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
Hit all personal/team sales goals and maximize profitability
Help prepare the departmental budget and financial plans including the hotel marketing plan
Provide guests with information (example: loyalty programes, area attractions, restaurants, facility information) to enhance their experience
Schedule conventions and/or business group activities at the hotel and coordinate with other hotel-level departments to facilitate services agreed upon by the sales office and prospective clients
Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups and other key guests
Lead marketing efforts to up sell guests on hotel services, offerings, and amenities
Ensure front office staff provides guests with prompt service, professional attention and personal recognition
Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals
Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs
Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel
Effectively communicate and market aspects of the hotel that are sustainable or “green” and use information to gain new business opportunities
Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.
Work with advertising agencies, consulting firms, and vendors to maximize advertising investments and ensure ads represent brand identity
Raise the awareness and reputation of your hotel and the brand locally – occasionally acting as hotel representative for media related enquiries
Identify improvements to marketing activities and overall hotel sales performance and work with other departments
Ad-hoc duties – unexpected moments when we have to pull together to get a task done
Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met.
Perform other duties as assigned. May also serve as manager on duty.