Cluster Director of Rooms, InterContinental Hotels
IHG Hotels & Resorts, Cleveland, OH, United States
Role Purpose
As a Cluster Rooms Division Director you’ll lead the front office and housekeeping departments to ensure a memorable guest experience is delivered and departmental revenue and profit goals are met - alwaysfollowing safety and compliance requirements and local policies and procedures.
Key Accountabilities People
Direct everyday activity, plan and assign work work ensuring you always have the right staffing numbers
Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues-recognizegood performance
Train colleagues to make sure theyhithotel revenue goalsto the standards we expectand have the tools they need to workeffectively
Recommend or initiate any HR elated actions where needed
Drive a great working environment for teams to thrive - connect departments to create sense of one team
Interact with outside contacts: guests, vendors, and other contacts as needed
Develop and maintaingreat workingrelationships with key clients andoutside contactstoincrease revenue
Financial
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 maximize revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
Hit allpersonal/team sales goals and maximize profitability
Help prepare the departmental budget and financial plansincludingthe hotel marketing plan
Guest Experience
Provide guests with information (example: loyalty programes, area attractions, restaurants, facility information) to enhance their experience
Schedule conventions and/or business group activities at the hotel and coordinate with other hotel-level departments to facilitate services agreed upon by the sales office and prospective clients
Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups and other key guests
Lead marketing efforts to up sell guests on hotel services, offerings, and amenities
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 analyzed 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
Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel
Effectively communicate and market aspects of the hotel that are sustainable or “green” and use information to gain new business opportunities
Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.
Work with advertising agencies, consulting firms, and vendors to maximize advertising investments and ensure ads represent brand identity
Raise the awareness and reputation of your hotel and the brand locally–occasionallyacting as hotelrepresentative for media related enquiries
Identifyimprovements tomarketing activities and overall hotel sales performance and work withother departments
Ad-hoc duties – unexpected moments when we have to pull together to get a task done
Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met.
Perform other duties as assigned. May also serve as manager on duty.
This is the top rooms division job in a large, luxury, resort, or major flagship hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. Directly and indirectly supervises a large number of front office and housekeeping employees
Key Skills & Experiences
Bachelor’s degree / higher education qualification / equivalent inHotel Administration, Business Administration
Four years of guest service/hotel experience with 4 years in a management capacity, or an equivalent combination of education and work experience
Must speak local language (s)
Other languages preferred
Salary range for this role is $105k-115k.
As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
Important information
The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
If you require reasonable accommodation during the application process, please click here.
IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
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Key Accountabilities People
Direct everyday activity, plan and assign work work ensuring you always have the right staffing numbers
Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues-recognizegood performance
Train colleagues to make sure theyhithotel revenue goalsto the standards we expectand have the tools they need to workeffectively
Recommend or initiate any HR elated actions where needed
Drive a great working environment for teams to thrive - connect departments to create sense of one team
Interact with outside contacts: guests, vendors, and other contacts as needed
Develop and maintaingreat workingrelationships with key clients andoutside contactstoincrease revenue
Financial
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 maximize revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
Hit allpersonal/team sales goals and maximize profitability
Help prepare the departmental budget and financial plansincludingthe hotel marketing plan
Guest Experience
Provide guests with information (example: loyalty programes, area attractions, restaurants, facility information) to enhance their experience
Schedule conventions and/or business group activities at the hotel and coordinate with other hotel-level departments to facilitate services agreed upon by the sales office and prospective clients
Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups and other key guests
Lead marketing efforts to up sell guests on hotel services, offerings, and amenities
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 analyzed 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
Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel
Effectively communicate and market aspects of the hotel that are sustainable or “green” and use information to gain new business opportunities
Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.
Work with advertising agencies, consulting firms, and vendors to maximize advertising investments and ensure ads represent brand identity
Raise the awareness and reputation of your hotel and the brand locally–occasionallyacting as hotelrepresentative for media related enquiries
Identifyimprovements tomarketing activities and overall hotel sales performance and work withother departments
Ad-hoc duties – unexpected moments when we have to pull together to get a task done
Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met.
Perform other duties as assigned. May also serve as manager on duty.
This is the top rooms division job in a large, luxury, resort, or major flagship hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. Directly and indirectly supervises a large number of front office and housekeeping employees
Key Skills & Experiences
Bachelor’s degree / higher education qualification / equivalent inHotel Administration, Business Administration
Four years of guest service/hotel experience with 4 years in a management capacity, or an equivalent combination of education and work experience
Must speak local language (s)
Other languages preferred
Salary range for this role is $105k-115k.
As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
Important information
The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
If you require reasonable accommodation during the application process, please click here.
IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
#J-18808-Ljbffr