Job Scope
To ensure that the highest standards of hospitality and welcome are demonstrated at all times. To complete all relevant procedures as laid out by the Holiday Inn Express.
Key Relationships
General Manager & Liaise with Departments - Revenue, Reservations, Housekeeping and Accounts.
Key Job Responsibilities
To ensure that your team are fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information onto the guest whenever the possibility arises in order to maximise hotel sales.
To ensure that your team are developed to provide a hospitable service to the standard laid down by the Standards Training Manual.
To ensure that your team are aware of hotel availability and that every opportunity to maximise room sales is taken.
To develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments.
To have a full understanding of all systems and programmes e.g. Hotel Key, key operating system, GRS, IHG Merlin etc.
To display a pro-active and innovative approach to skills development and standards enhancement with your team.
Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised.
Co-ordinate constructively with both the finance and night teams so that policy, procedure and requirements are all adhered to.
Establish and maintain strict security procedures within your department, reporting any potential risks to the Senior Manager.
Display a pro-active and consistent approach to stock control, cost control and cash control.
Actively develop positive and effective communication between the reception team and the housekeeping team.
Ensure you have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.
Accurately assess the needs of the business in terms of staffing etc. providing solutions to identified risks in line with trading levels.
Actively develop your teams awareness of revenue capture and resolving posting errors and guest queries relating to charges in order to protect revenues.
Be actively involved in executing revenue strategies and sales initiatives.
To ensure each new member of the team receives a departmental induction within their first week.
To carry out appraisals/job chats as per the company appraisals system, if required by your Senior Managers.
To be fully conversant with disciplinary procedures and all other relevant human resources practices e.g. sickness/absenteeism.
Ensuring recruitment, training, development and staffing levels are as required, whilst demonstrating a management style that is both hands on and strategic.
Continuously analyse actual standards observed against department standards. Demonstrate a pro-active approach to delivering company and operational standards and actively challenge deviation.
Continuously report pro-actively on risks and opportunities to the senior managers so that insight is created for team decision making.
To be able to act with initiative, planning for the future and possible consequences. Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible.
To develop interactive customer relations and to be aware of any possible future requirements. To relay such information and ideas to the Senior Managers for the enhancement of customer expectation.
To support with initiative and commitment the overall objectives of the business in terms of both, revenues, costs and team work whilst developing your personal competency levels.
To attend and contribute to all monthly team meetings.
To display and fulfil the Can-Do service style and philosophy of this Holiday Inn Express.
To make sure all complaints are handled professionally and that all guests are catered for.
To make sure all Duty Manager Procedures are followed.
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