Events Service Manager -InterContinental Dubai Festival City

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

The InterContinental Hotels Group® properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn. In addition to over 1000+ bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meters Festival Arena by InterContinental, the luxurious Spa InterContinental, state-of-the-art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to people to join over 900 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.

What’s the job?

Under the direction of a Director of C and E Operations, Events Services Manager is responsible for managing the Event Operations to obtain maximum profit and maximum of guest and colleague satisfaction, for promoting the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.

To ensure keeping the department functioning smoothly by providing that team members operate with peak efficiency through coordination, communication and cooperation, effectively running the daily operations of the department. Developing team members in all different levels and areas. Communicating effectively to all other departments around the Events Services Operation and representing the department across the IHG DFC complex.

Your Day to Day

• Ensuring a maximization of financial profit and 100 % guest satisfaction; controlling and monitoring casual staff costs, Premium pay and colleagues’ overtime, departmental costs on an on-going basis to ensure performance against budget; ensuring all the financial guidelines are met, controlling and monitoring departmental costs on an on-going basis to ensure performance against budget.
• To ensure overseeing the operations of the Events Operations Department and ensure achievement of KPOs, business objectives and department synergy.
• To provide an inspiring example of Events Operations amongst peers, as well as responsibility and resourcefulness by asserting, protecting and demonstrating the core values of the IHG Hotels
• To provide team members with a consistent management “voice” to upper management.
• To develop sound decision making in relation with guest satisfaction as well as manage and control costs.
• To supervise Operations Team and maintains high (satisfactory) performance standards among all employees.
• Organizing the recruitment, interviewing and selection of new Event Operations and Services personnel
• Developing superior customer service strategies: communicating regularly with guests and ensuring high customer satisfaction and service standards.
• Developing salaries and incentives, mediating problems, organizing and seting work schedules, schedule plan and facilitating team meetings.
• Ensuring efficiency in all areas through the Events Operation; to effectively implement Events Operations objectives such as customer service, financial targets, revenues and profits, image enhancement and staff appearance standards, to effectively develop P&L, prepare budgets, and develop a price structure.
• Co-ordinating the preparation of the departmental annual budget.
• Delegating tasks with clear instructions and setting expectations and deadlines, providing and leading on job skills training, ensuring those are taking place at all times and for all the levels.
• Assisting in continued development and refinement of employees and service manuals and operations protocols (SOP manual).
• Maintaining knowledge of policies and procedures and follow Health and Safety practices at all times.
• Debriefing and staff assignment after event.
• Nominating colleagues for Winning ways, thanking them for job well done, giving constructive feedback when they are wrong & explaining them the right way. Coaching colleagues for their development and reviewing and evaluating employee performance on regular intervals, maintaining detailed records on personnel issues and participating in termination proceedings (as needed).
• Utilizing leadership skills and motivation, challenging colleagues to maximize employees’ productivity and satisfaction, supervising operations team and maintains high (satisfactory) performance standards among all employees.
• Promoting positive guest and colleagues relations at all times.

What We Need From You

• Communication skills – guests and colleagues will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
• Leadership skills, high level of motivation and internal inspiration.
• Planning and analyses making skills
• Fluency in the English language – extra language skills would be great, but not essential
• Your Time management skills will be important to know how to prioritize tasks under pressure
• You’ll have basic skills of Microsoft Word/Excel
• Flexibility – night, weekend and holiday shifts are all part of the job
• Experience – ideally you’ll have spent at least one year in a similar position in a 5 star property
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
• Ability to work independently and within a team environment