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About the Role

Assist in managing all aspects of the front office areas, ensuring guest satisfaction and maximizing hotel profitability. Adhere to brand standards and serve as Front Office Manager in their absence. At InterContinental Hotels & Resorts®, we want our guests to feel special, cosmopolitan and In the Know.

Responsibilities

Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security.
Check billing instructions and guest credit for compliance with hotel credit policy.
Lead the Front Office Upsell Program; coordinate training with third-party partner, track monthly goals and achievements, and coordinate daily goals and performance.
Manage expense budgets for Front Office division; inventory, order, and work with suppliers for improved pricing and cost savings.
Assist in managing the day-to-day activities of the Front Office staff.
Schedule employees to ensure proper coverage.
Recommend and/or initiate disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.
Alert management of potentially serious issues.
Ensure all staff are properly trained on systems, security, and cash-handling procedures, and service standards, and have the tools and equipment needed to effectively carry out their job functions.
Promote teamwork and quality service through daily communication and coordination with other departments.
Interact with guests to ensure their total satisfaction.
Interact with regulatory agencies regarding safety and emergency matters.
Ensure guests receive prompt, professional attention and personal recognition.
Ensure guests are greeted upon arrival.
Respond appropriately to guest complaints.
Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
Drive Guest Love, Member Recognition, and IHG Rewards Club Enrollment performance.
Motivate and train colleagues toward reaching metric goals in all 3 categories.
Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.
Assist in creating and implementing action plans to correct deficiencies.
Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crises.
May serve as “manager on duty” as required.
Perform other duties as assigned, including assisting staff with their job functions during peak periods.

Requirements

Bachelor’s degree in Hotel Management, Business Administration, or related field plus two years Front Office/Guest Services experience, including supervisory experience in hotels.
Must speak fluent English.
Frequently standing up behind the desk and front office areas.
Carrying or lifting items weighing up to 50 pounds.
Handling various objects.
Using a keyboard to operate various property management and reservations systems, etc.
Communication skills are utilized a significant amount of time when interacting with others.
Demonstrated ability to interact with guests, employees, and third parties that reflects highly on the hotel, the brand, and the Company.
Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
Problem-solving, reasoning, motivating, organizational, and training abilities are used often.
May be required to work nights, weekends, and/or holidays.

Skills

Guest registration
Bell services
Concierge services
Business center operations
Telephone services
Guest reservations
Brand standards adherence
Desk merchandising
Security of monies
Credit and financial transactions
Guest security
Hotel credit policy compliance
Front Office Upsell Program management
Expense budget management
Supplier negotiation
Staff scheduling
Human resources actions
Staff training
Systems training
Security procedures
Cash-handling procedures
Service standards
Interdepartmental coordination
Guest relations
Complaint resolution
Service recovery
Guest Love
Member Recognition
IHG Rewards Club Enrollment
Routine inspections
Action plan implementation
PBX procedures
Emergency/crisis communication
Property management systems
Reservations systems

Location

Onsite

Work Type

Full-time

Experience Level

Management
Supervisory

Education Level

Bachelor's degree

Salary/Compensations

$70,000 - $75,000

About the Company

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world.
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 create inspiring experiences for those seeking a richer perspective on the world.