Assistant Front Office Manager - Front Office - InterContinental Hotel Festival

Hotel: Dubai Festival City (DXBHB), PO 45777, 45777

Do you see yourself as the Assistant Front Office Manager at Inter Continental® Hotel Dubai Festival City?

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the Inter Continental® 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.

The Inter Continental Hotels Group® properties in Dubai Festival City consist of four hotels. These include the luxury brand Inter Continental, the lavish long-stay Inter Continental 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 Inter Continental, the luxurious Spa Inter Continental, 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 guest's 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.

• 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 Inter Continental 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 Guest Experience 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,…