Assistant Front Office Manager - Front Office - InterContinental Residence Suites Dubai Festival City

Do you see yourself as the Assistant Front Office Manager at InterContinental® Residence Suites Dubai Festival City?

As the worlds largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If youd like to embrace a wider world of experiences and opportunities, wed like to welcome you to the worlds most international luxury hotel brand.

The InterContinental Hotels Group® properties in Dubai Festival City consist of four hotels. These include the luxury brand InterContinental, the lavish long-stay InterContinental Residence Suites, the superior upscale Crowne Plaza, and the vibrant mid-scale Holiday Inn & Suites. In addition to over 1600 rooms, the four properties boast a selection of 16 restaurants and bars, an impressive 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, the luxurious Spa InterContinental, and state-of-the-art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming, and full of life to join over 1200 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues and encourage you to share your passion when you work with us.

A little taste of your day-to-day:

• Implement new Front Office policies and procedures as required in order to standardize guest service delivery. Performs on-the-job training and coaching to ensure all colleagues are capable of delivering the InterContinental standards.
• Ensure standards and procedure are in place to ensure all IHG Rewards members and Ambassador members, long term guests and other VIPs receive special attention and recognition.
• Meet and greet all V.I.P. and long-term guests to ensure that their rooms are inspected and prepared prior to arrival, driving the welcome/farewell interviews.
• Drive the enrolment of IHG Rewards and Ambassador Members ensuring enrolments are in line with the required targets as set in the Performance Tracker.
• Proactively looks for ways of providing better service and to exceed guest expectations. When “glitches” occur, ownership is taken to implement service recovery and to ensure action is taken to address the issue in question to prevent its reoccurrence.
• Be knowledgeable, and ensure all direct reports are familiar with all hotel room types, outlets, and facilities and to be aware of all in house functions and events taking place.
• Work closely with the Duty Managers to control room availability, room types, accuracy of room count, and correct rate grid applied in alignment to hotel’s business strategy.
• Ensure Intercontinental brand standards, policies and procedures are always adhered too for both short- and long-term guests.
• Conducts property tours and room inspection when required and recommend areas for improvement.
• Contribute toward achieving the annual Winning Metrics of the property.
• Drives up selling at the point of check-in to increase overall room revenue and increase the REVPAR uplift.
• Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out and Paymaster’s are managed.
• Delivery of hotel-wide and departmental communication, Conducting Annual and Mid-Year Performance Reviews and ability to identify talent for progression with PDP.
• Coaching and regular feedback sessions of colleagues, Implementation of departmental specific training programs.
• Organizes and drives monthly FO team meetings and outings in additional to the daily briefings.
• Ensures that good relations are maintained with all internal departments e.g., Housekeeping, Food & Beverage, Security, Recreation, Reservation and to meet with them regularly to discuss opportunities and any internal challenges
• Liaise with Housekeeping and Engineering Department to ensure room standards are maintained and the “Room Ready on Arrival” policy is adhered to.
• Ensure colleagues maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental employees.
• Attend the required meetings in the absence of the Residence Manager.
• Ensure synergies between the operational departments in the absence of the Residence Manager.
• Organizes and facilitate Resident’s cocktail parties.
• Driving the guest experience through service quality and continuous improvement, asking regular feedback from the guests using I interview, surveys or open discussion.
• Monitoring social media comments, reply accordingly and driving positive reviews.
  
  

What we need from you:

• Bachelor’s degree in business, Hospitality Hotel Administration, or two to four years demonstrable work experience in a leadership role, hotel operations, revenue management, business excellence or equivalent.
• A minimum of 3-4 years’ experience in Front Office management, preferably in GCC countries.
• Strong ability to impact and influence senior management teams to work better together in a systematic way that drives sustaining operational improvement.
• In depth knowledge of the hospitality business, to be able to advise hotel management on hotel processes and what drives guest satisfaction.
• Possess strong organizational, coordination, analytical, problem solving and interpersonal skills.
• A dynamic team player.
• Prior work experience in a multi-unit complex would be an advantage.
  
  

What you can expect from us:

We give our people everything they need to succeed, from a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to all applicants. We promote a culture of trust, support, and acceptance, always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the Room to Belong, Room to Grow, and a Room to Make a Difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us, and you’ll become part of our ever-growing global family.

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Dont quite meet every single requirement, but still believe youd be a great fit for the job? Well never know unless you hit the Apply button. Start your journey with us today.

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