Assistant Front Office Manager - Hotel Indigo Los Angeles

IHG•Los Angeles, CA

3d•Onsite

About The Position

Responsible for providing supportive functional assistance to Front Office as well as other departments; interacting with guests and other stakeholders within the property. Accountable for maintaining efficient and seamless operations in Front Office, as well as supporting other operational departments when necessary. Acting as Manager on Duty in the hotel during specific time periods (including late evening, night, and early morning). May be required to work overnight shifts, acting as Night Manager, when needed.

Requirements

Bachelor’s degree/higher education qualification/equivalent in Hotel Management/Business Administration or 3 years of Front Office/Guest Service experience including management experience.
Must speak fluent English; Other language preferred.
Communication skills; demonstrate 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

Responsibilities

Develop systems that measure the cost effectiveness of the department, by introducing tracking procedures that enable effective control of the running costs of the department
Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
Manage financial transactions within hotel policies and procedures
Analyze and approve discounts and rebates.
Ensure front line colleagues comply with selling strategy techniques and revenue maximization
Responsible to drive the Front Office team in achieving the monthly upselling, Ambassador and IHG Rewards enrollment targets
Effectively manage staffing costs by preparing efficient work schedules for function in line with legal requirements
Work within the company’s HR regulations to ensure the departmental performance of staff is productive
Respond to, log and follow up with all guest queries and complaints, ensuring that they are resolved; resulting in optimum guest satisfaction. Analyze guests' complaint patterns and implement preventive action plans in liaison with other operational departments
Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
Be prepared and equipped to meet the diverse cultural needs of guests from around the world
Effectively manage overbooking situations, and carry-out book-outs as necessary following the guidelines as directed by Director of Front Office in liaison with Revenue and Sales department
Monitors HeartBeat results, secret shopper audits and implements action plans to improve results
Ensure maximum team involvement in the HeartBeat program in order to obtain higher results
Ensures VIPs, Ambassadors and IHG Rewards guests receive special recognition and personalized attention
Assists Reception and Guest Relations during busy times. Supporting the operations to ensure optimal guest experience
Checks billing instructions and monitors guest credit
Along with Front Office leadership, meet and greet guests as needed
Perform tasks as directed by the Manager in pursuit of the achievement of business goals