Assistant Manager

lTravel is a journey We help make it a joy Starting with a warm inviting welcome for all guests whether traveling on business or for fun enjoying a quick night or relaxing for the week We thrive on making our guests stays brighter helping them create memories that will last a lifetime Irresistible smiles are our specialty We should know we ve been on our journey since 1952 So if you can help us spread the joy of travel to all we d love to give you a warm welcome to the Holiday Inn xc2 xae family to all we d love to give you a warm welcome to the Holiday Inn xc2 xae family Duties and responsibilities Financial returns Help control hotel overall costs by managing the Service Recovery expenses to delight the guests Contribute to hotel revenues through upselling upgrading and sales of other Concierge services People Manage day-to-day staffing requirements plan and assign work and work with their team to establish performance and development goals Provide mentoring coaching and regular feedback to help manage conflict and improve team member performance Ensure staff is properly trained on systems security and Guest Experience championing procedures and service and quality standards Ensure all team members are properly trained in areas such as service delivery hotel facilities and services local directions etc and have the tools and equipment needed to effectively carry out their job functions Assists as needed in the interviewing and hiring of employee team members with the appropriate skills Guest experience Ensure guests are greeted upon arrival and make time to interact effectively with guests Respond appropriately to guest complaints solicit feedback and build relationships to drive continuous improvement in guest satisfaction Communicate any outstanding guest requests or issues to other necessary departments and ensure follow up Collect provide and maintain comprehensive updated knowledge to be prepared to meet guest requests and deliver superior service These services could include sporting events places of interest restaurants theatre airline transportation tickets limousine rentals sightseeing tours spa services sitters florists couriers mail services international calls and any other information of interest Utilizes interpersonal and communication skills to lead influence and encourage others advocates sound financial business decision making demonstrates honesty integrity leads by example Supports implementation of the customer recognition service program communicating and ensuring the process Supports regular inspection tours of the entire facility for appearance safety staffing security and maintenance Provides services that are above and beyond for customer satisfaction and retention Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed Intervenes in any guest employee situation as needed to insure the integrity of the property is maintained guest satisfaction is achieved and employee wellbeing is preserved Sets a positive example for guest relations Empowers employees to provide excellent customer service Maintains high visibility in public areas during peak times Provides immediate assistance to guests as requested The statements in this job description are intended to represent the key duties and level of work being performed They are not intended to be ALL responsibilities or qualifications of the job How do I deliver thisWe genuinely care about people and we show this through living out our promise of True Hospitality each and every day It s what connects every colleague in all IHG xc2 xae hotels Each IHG xc2 xae hotel brand delivers True Hospitality in their own way and at the heart of it all are specific core service skills True Attitude being caring wanting to make a positive difference and building genuine connections with guests True Confidence having the knowledge and skills to perform your role and giving guests the confidence that they can trust you to help and support them during their stay True Listening focusing on what your guest is saying picking up on body language that is often overlooked and understanding what the guest wants and needs True Responsiveness is about providing guests with what they need and doing so in a timely and caring manner There s so much more to the job than we can capture here It s simply about creating great experiences doing the right thing and understanding peopleWhat we offer We ll reward all your hard work with a great work environment and benefits - including but not limited to F B Discount IHG Employee Rate Hotel Uniform Meal at Employee Restaurant excellent development and advancement opportunities across the globe Join us and you ll become part of the global IHG family - and like all families all our individual team members share some winning characteristics As a team we work better together - we trust and support each other we do the right thing and we welcome different perspectives You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit to find out more about us At IHG Hotels Resorts we are proud to be an equal opportunity employer IHG Hotels Resorts provides equal employment opportunities to applicants and employees without regard to an individual s race color ethnicity national origin religion sex sexual orientation gender identity or expression age disability marital or familial status veteran status or any other characteristic protected by law