**Your day-to-day**
- Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction
- Drive team performance related to the hotel's soft skills with particular focus around Guest Love, Loyalty Recognition and Problem Handling
- Assists in the development and implementation of the quarterly action planning to achieve optimum guest satisfaction through Heartbeat and social media (Tactical Solve).
- Ensure IHG metric tools/audits are used and monitored to ensure total guest satisfaction and hotel compliance with brand standards
- Provide mentoring, coaching and regular feedback to colleagues to enhance performance and drive their development.
- Plan for future staffing needs in a timely manner, completing all stages of IHG Recruitment on-boarding
- Ensure your team are up-to-date with core and essential trainings, train colleagues in quality and service standards, ensuring they have the necessary tools and equipment to perform and are empowered to execute in their roles. Maintain and continue to develop departmental trainers and high potential team members
- Support in promoting teamwork and quality service through daily communication and coordination with other departments.
- Ensure all hotel service team members provide guests with prompt service, professional attention, and personal recognition
- Conduct routine inspections of the hotel's outlets and public areas and take immediate actions to correct any deficiencies
- Prepare rosters in line with business levels and approve timesheets staff within 24hrs. Ensure that Payroll is closely monitored through careful planning, payroll productivity meetings and the use of IHG scheduling tools
- Ensure all credit and financial transactions are handled in a secure manner. Maintain cashiers float and hotel safe, ensuring accurate daily report of all money received, performs the audit balances and prepares all works for audit in an orderly fashion
- Ensure that departmental CSA compliance is understood and executed by all colleagues. Maintain procedures for security of monies, credit and financial transactions, guest security and inventory control
- Drive revenue - you will be an expert in maximising occupancy and average rate to ensure we perform competitively against the market. You'll use company systems and processes to maximise total revenue through walk-ins, up selling, promotions and incentive schemes
- Manage stock responsibly ensuring appropriate control and ordering to balance budget, demand and par levels.
- Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures. Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommending corrective actions to prevent or minimise the chance of recurrence
- Demonstrate a sound awareness of Code of Conduct, Crisis Management, HACCP & WH&S policies and procedures, ensuring the dissemination of information to all team members.
- Ad-hoc duties - unexpected moments when we have to pull together to get a task done, support the team and other hotel departments as required