Responsible for the overall administration and operation of the Rooms Division (Front Office, Guest Services, Reservations, Telephone Ops, Housekeeping and Security), ensuring maximisation of guest satisfaction and cost containment of expenses. 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 **Holiday Inn®** we want our guests to relax and be themselves which means we need you to: + Be you by being natural, professional and personable in the way you are with people + Get ready by taking notice and using your knowledge so that you are prepared for anything + Show you care by being thoughtful in the way you welcome and connect with guests + Take action by showing initiative, taking ownership and going the extra mile 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 + Prepare and submit statistical, performance, 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 up-selling at the front desk PEOPLE + Direct day to day staffing requirements, plan and assign work, 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 + Maintain a comprehensive, current and BrandHearted set of departmental standards and procedures and ensure that the standards and procedures are implemented + Ensure training needs analysis of Rooms Division staff is carried out and training programmes are designed and implemented to meet needs. Maintain training records for all Rooms Division staff GUEST EXPERIENCE + Ensure front office staff provides guests with prompt service, professional attention and personal recognition, in particular IHG Rewards Club members, known repeat guests and other VIPs + 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 improvement 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 VIPs 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 + Demonstrate Awareness of Occupational Health and Safety Responsibilities (OH&S) policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines + Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly + Enforce property safety, first aid and fire and emergency procedures in the Rooms Division + Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police and emergency personnel + Support the hotel’s corporate responsibility initiatives in the areas of community involvement, environment management, workplace health & safety and food safety, drive action plans as required to achieve hotel corporate responsibility objectives 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. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues 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.