Rooms Division Manager

5 months ago

Doha, Qatar SPHC Full time

**About us**

As the world’s 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 you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Ensure the achievement of guest satisfaction and the optimization of revenue by managing the in-house room situation and the provision of services that meet the unique needs of guests

**Your day to day**
- Plan and oversee all front of house and guest service processes from the arrival of guests to their departure to ensure the meeting (and exceeding) of guest needs.
- Participate in the formulation of the annual budget and the front office plan.
- Oversee the development and implementation of creative plans/programs that anticipate and meet guest needs and interests.
- Protect the welfare and interests of guests and ensure the safekeeping of the property.
- Ensure professional and effective lines of communication are maintained between Front Office and all other operating departments, with particular emphasis on Housekeeping and Engineering department.
- Ensure that the Manager on Duty Log is accurately updated with an emphasis on concise reporting.
- Ensure Velero Hotel Doha Lusail and IHG policies are adhered to.
- To maintain professional business confidentiality.
- To always conduct yourself in a professional manner and maintain high grooming standard.
- Ensure daily financial transactions are correctly accounted for and that cash floats are reconciled and properly logged in the related documents.

**What we need from you**

**FINANCIAL**
- Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
- Oversee night audit function and preparation of daily financial reports.
- Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

**RESPONSIBLE BUSINESS**
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
- Perform other duties as assigned. May also serve as manager on duty.

**PEOPLE**
- Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance.
- Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
- Ensure your team are properly trained on systems, security, service and quality standards.

**GUEST EXPERIENCE**
- Ensure your front office team delivers a great service, professional attention and personal recognition.
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

**GENERAL**
- Communicate effectively with all other departments.
- Attend meetings, training sessions and any other required meeting or training session.
- Identify opportunities to innovate service delivery and product offering to meet and exceed guest expectations.
- Ensure safe work practices are adopted at all times and report any concerns immediately to your direct manager or HR.
- Constant supervision on the CID system, data entry and files etc.
- Achieve high guest satisfaction rate.
- Achieve staff retention and engagement rate.
- Achieve high customer satisfaction rate.
- Contribute on revenue enhancement initiatives.
- Assigned projects are completed within designated timeframes.
- Maintains a professional and organised work environment.
- Reports daily/weekly, presentations and other administrative duties are consistently on a high standard, and free of errors and omissions.

**PERSONAL CHARACTERISTICS**
- Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including management experience.
- Mu

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