Job overview
• At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally- minded; people who know what it takes to exceed guest expectations.
• Adhere to local regulations concerning health, safety, or other compliance requirements, as well as brand standards and local policies and procedures.
• He should maintain personalized service for the guests and also liaisons with the all other departments.
• Create and promote a fun and relaxing atmosphere for guests. Provide information to guests about available recreation facilities and activities
Duties and responsibilities
Financial returns:
• Understanding departments and hotel’s product, and upsell to the guest, or recommend hotel products to the guest.
• Be responsible for saving hotel asset/ energy/ water/ chemical and propose the saving ideas to management
• Report Lost and Found immediately to Security
• To monitor all costs and recommends measures to control them.
• Ensure all the breakages reports are followed and identify how can we reduce breakages
Key Areas:
• Cost control
• Hygiene & Food Safety
People:
• Trains and help colleagues on the jobs
• Follow all the Activities manuals with the: Sequence of Service, SOPs, Opening and Closing Check Lists, Side Duties
• Attend the training programs
• Perform/ behave as per IHG Winning Ways to other colleagues (within your department and toward other departments)
• Participate all training assigned by supervisor including English training and job skills training
• Following up with the assignment from Supervisor.
Guest experience:
• Ensure the Guest Love target are met
• Handle guest’s requests, or escalate to higher levels and/or relate departments when need it
• Sharing guest feedback to the supervisor
• Perform Services behaviours in daily operation basic towards the guests
• Feasibility on the operation during the peak hours
• To promote a helpful and professional image to the client and give full co- operation to any prospective customer requiring assistance with a prompt, caring and helpful attitude.
• Drive buggy safely after being certified and be responsible for protecting this asset in good conditions
Responsible business:
• Create moments of emotional value for the guest.
• Welcome and escort each guests to their desired location
• Always keep the Sunbed organized and cleaned
• Observe activity in the recreational facility and respond appropriately when needed.
• Display a sense of determination when solving problems
• Communicate effectively to ensure service excellence at all times
• Take personal responsibility for meeting and exceeding guests needs
• Be responsible in protecting the environment such as the trees, the sea, and the special species
• Protect company assets
• Co- ordinate special projects as required, such as…
• Communication of hotel philosophy and internal / external hotel representation.
• Ensure all guests have registered into the facility
• Rotate t e roles (cross training) within department when required
• Ensure uniform and personal appearance is clean and professional
• Understand IHG Brand Standard related to your department
• Develop and maintain positive working relationships with others
• Always lean and maintain recreational equipment and supplies
• Report accidents, injuries, and unsafe work conditions to manager
• Ensure requests are followed through to the guests satisfaction
• Ensure that proper pool testing has taken place prior to guests using the facility
• Look for creative service delivery
• Always offer the complementary amenities upon guest arrival
• Role model in pro- active hospitality skills including guest service skills.
• Ensure an adequate supply of towels and water are available to guest
• Maintain confidentiality of proprietary information
• Recommended changes to these standards
• Be aware of possible situations where guests are not able to safely participate in an activity and inform supervisor/manager.
• Be responsible in keeping our property safe and secure
• Making sure all equipment is in good working condition.
