With currently 451 rooms ready and over 30 more suites in progress the Intercontinental Hotel Malta will become the largest 5* property in Malta and one will understand that its operation is no easy task, requires a strong Team and exceptional leadership and management skills.
A property this large is like a small city that never sleeps and there are colleagues on duty all night through. So really it is difficult to give a typical day in the Intercontinetal Hotel Malta a starting time.
Night - During the night the night manager, the night auditor and porter run the front desk and ensure that the needs of the guests are met no matter the hour. They handle any arrivals or departures or queries that may come up. There are always 2 members of staff covering front office just in case one needs to go up to a guest’s room. The kitchen is also open 24/7 so if a guest decides he wants a midnight snack there is the staff to both prepare it and deliver it to the room. Even housekeeping has 2 staff on duty in case of any urgent cleaning or room service is needed.
4.00AM - The chef in charge and his 3 colleagues arrive to take over the kitchen from the night shift, where a steward would have left everything in order for the next shift, having cleaned and tidied up anything that needed to be done. While guests are still sleeping the kitchen team is already preparing their breakfast.
5.00 - 7.00AM – Other team members start arriving, reception, housekeeping and service colleagues all start pouring into the hotel which is just beginning to wake up. Each colleague knows exactly what they need to do as orders of the day are given by supervisors and managers.
7.00AM – The spa opens ready to take in any early risers who desire a massage, facial or other treatment. The kids club opens so parents can enjoy breakfast in peace, though if they want there is a children’s area in the breakfast area as well
7.30AM – The hotel manager arrives and starts his house tour talking to colleagues, checking how they are. How the night shift was and generally making sure everything is in order. He visits the kitchen, front of house/reception and pool area. Making sure he makes contact with the staff and that everything is in order for the day to go smoothly. He also does safety checks and prepares for the morning meeting.
8.00AM – the larger percentage of guests begin to come down for breakfast and the restaurant is busy with a number of serving staff making sure all is well, whilst the kitchen ensures that the breakfast station is well stocked throughout. Guest chatter over breakfast and the hotel is beginning to really come alive.
09:00 AM – The morning meeting takes place and all Heads of Department put forward their report for the previous day and map out the tasks and needs of the day. All areas of the hotel are covered from housekeeping to finance. Everybody is kept informed of what the other does ensuring the coordinated running of the hotel takes place. It is important that all managerial colleagues are informed of each other’s situation, needs and duties as all departments work together to offer best service to the guests.
10.30 AM – Breakfast is over and the serving colleagues clear up the restaurant in preparation for lunch. The hotel guests start to make their arrangements for the day and pass through reception where their queries are handled by the reception colleagues and concierge. The reception lobby is a busy area, with guest arrivals and departures being handled throughout the day. The front of house deal with accommodation queries, luggage movements, tour bookings and the various needs the hotel guests may have.
11.00AM – In the kitchen preparations are well on the way for lunch with the chefs and kitchen in full swing. The service colleagues set up the restaurants as required
12.00 noon – Housekeeping will already have been busy since 6.00AM cleaning the hotel areas and taking care that all rooms are prepared as necessary either as guests who are staying over or preparing rooms for new arrivals. The housekeeping colleagues are always busy and racing against time to ensure all rooms are ready when required for new guests as well as ensuring all areas are clean 24/7.
12.30PM – The restaurant opens for lunch even though another one is open all day. Guests flow through and are served by the servers on duty, whilst the kitchen is kept busy with the orders. The child care centre / Kids club colleagues take care of any children put in their trust and care by the guests.
1.00PM – In the meantime the kitchen goes through daily orders and is already beginning to prepare for the dinner service. The executive chef makes sure that all ingredients necessary for the various food services are available, especially the fresh ingredients required day to day.
3.00PM – For many departments that started early in the morning the shifts change and colleagues handover the hotel to fresh team members. The hotel manager remains a constant throughout the day, attending meetings, dealing with guests and generally ensuring that all is working smoothly.
4.00PM – Guests continue to mill in and out of the Intercontinental Hotel and after a day out at the beach or sightseeing are ready to come into the welcoming arms of the hotel to rest.
5.00PM – The kitchen is busy with food preparations for dinner - with 5 outlets to cater for the kitchen is a hive of activity. With so many outlets it comes as no surprise that half the hotel staff work in the food and beverage department. The restaurant is set up and ready to greet its guests.
7:00PM – Dinner is served with the service peaking at 8 to 8.30pm. Colleagues are on their toes to ensure best service and guest satisfaction throughout.
8:00PM – The restaurants are at their peak service at this point and the kids club is busy with happy children who are taken care of by professional staff, whilst their parents enjoy dinner in one of the many restaurants in the hotel.
10:00PM -11:00PM – Dinner service is over and the restaurant is cleared and set up afresh ready for the next day. Serving colleagues start to leave, whilst in the kitchen cleaning and clearing goes on.
12.00PM – The Intercontinetal Hotel Malta is quiet and guests are either out for the night or resting peacefully in the knowledge that their every need is taken care of by an army of colleagues who work around the clock to ensure the hotel is always ready to serve.