Director Of Rooms | InterContinental Hotels Group- Lagos, Nigeria

Job Details:
OVERVIEW
Direct the activities of the front office areas and housekeeping departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. Adhere to governmental regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures. Deliver a guest experience that is unique and brings the brand to life.
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
 Be charming by being approachable, having confidence and showing respect.
 Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
 Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
Qualifications
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
 Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
 Oversee night audit function and preparation of daily financial reports.
 Prepare and submit statistical, performance, and forecast analyses and reports as required.
 Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
 Use company systems and processes to maximise revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
PEOPLE:
 Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
 Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations. Ensure staff has the tools, training, and equipment to carry out job duties.
 Promote teamwork and quality service through daily communication and coordination with other departments.
 Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.
Page 2 of 2 IC/JD_Rooms Director/CMH_Europe AMEA/EN-GB/A4/04.2012
GUEST EXPERIENCE:
 Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
 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.
 Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
 Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
 Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
RESPONSIBLE BUSINESS:
 Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met....
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