Duty Manager

Job Description

Whats your passion? Whether youre into tennis, shopping or karaoke, at IHG were 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 were looking for more people like this to join our friendly and professional team. At the moment were looking Duty Manager in the 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 58th anniversary in March 2021.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 361 colleagues are committed to maintaining the highest standards of luxury, quality and service which define the company.As for Duty Manager you will be reporting directly to the Front Office Manager and below are some of the key responsibilities:Key Responsibilities? Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.? Provides functional assistance and direction to all departments.? Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel? Supervises and directs Reception and Reservations personnel.? Supports and assists Front Office personnel and all departments at peak periods.? Ensures VIPs and priority club guests receive special attention? Inspects front of house and back of house regularly for cleanliness.? Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.? Provides input for Front Office meetings.? Promotes inter-hotel sales and in-house facilities.? Checks billing instructions and monitors guest credit? Analyses and approves discounts and rebates.? Analyses the rate variance report to ensure rooms revenue control? Takes action with the Property Management Systems (PMS) in emergency situation.? Ensures front line staff complies with FIT marketing techniques and maximize sales.PeopleWork 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 relationsFinancial? 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 analyse 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. Guest ExperienceDemonstrate 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 customersHealth, 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.? Bachelor?s degree / higher education qualification / equivalent in?Hotel Administration, Business Administration?? Four years of guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and work experience? Must speak local language and English Language??? Other languages preferred

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