Director Of Rooms in Lagos, Nigeria

at IHG Intercontinental

Hospitality / Leisure / Travels
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

Job 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.

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 maximize revenue.
  • Develop plans to increase occupancy and ADR through walk-ins and up-selling at the front desk.


  • 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.

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 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:

  • Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met.
  • 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.
  • Perform other duties as assigned. May also serve as manager on duty.
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