Assistant Front Office Manager

Corporate Offices-posted 3 months ago
$78,000 - $78,000/Yr
Full-time • Mid Level
Bellevue, WA
Professional, Scientific, and Technical Services
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Join our team at the InterContinental Seattle Bellevue as our Assistant Front Office Manager. As the Assistant Front Office Manager and reporting to the Director of Front Office, you will play a pivotal role in ensuring seamless operations at the heart of our hotel - the front desk to the front drive. Responsibilities will include supervising the Front Desk, Night Audit and Bell/Door, ensuring guest satisfaction, managing reservations, and resolving any guest issues with professionalism and efficiency. We are seeking a dynamic individual that is a self-starter with a passion for hospitality, exceptional communication skills, a knack for problem-solving, and a drive to do their best. If you thrive in a fast-paced environment and are dedicated to delivering unparalleled guest experiences, we invite you to embark on this exciting journey with us at InterContinental Seattle Bellevue.

  • Oversee all facets of front desk and guest services operations during your assigned shifts, ensuring smooth and efficient functioning.
  • Create schedules to guarantee adequate coverage, balancing operational needs with colleagues' availability.
  • Monitor and manage payroll and labor costs in alignment with budgetary constraints and business demands.
  • Conduct regular inventory assessments of supplies, facilitating procurement as needed to maintain optimal stock levels.
  • Supervise colleagues' performance, provide feedback and initiate corrective or disciplinary actions, when necessary, in adherence to company policies.
  • Facilitate comprehensive training for all colleague members, equipping them with the necessary tools and knowledge to excel in their roles.
  • Prioritize guest needs by ensuring prompt and courteous service, including personalized attention upon arrival and swift resolution of any complaints.
  • Implement, train, and deliver effective service recovery strategies to address guest concerns and uphold a standard of excellence in guest satisfaction.
  • Logging appropriate action and resolution for guests.
  • Proactively identify potential areas of improvement and collaborate with Director of Front Office to execute plans.
  • Communicate VIP requirements and special requests to the team, ensuring seamless execution and attention to detail.
  • Contribute to the achievement and maintenance of AAA and Forbes Luxury standards, striving for excellence in every aspect of service delivery.
  • Collaborate with various departments to achieve departmental goals.
  • Championing guest satisfaction scores, revenue generation (upsells), and IHG One Rewards enrollments.
  • Enforce protocols for the security of financial transactions and guest information, maintaining the integrity of the hotel's operations.
  • Conduct routine inspections of the front office and public areas to uphold the hotel's image and brand standards, promptly addressing any deficiencies.
  • Provide effective communication during emergency situations, fostering a culture of preparedness and safety.
  • Foster teamwork and promote quality service through regular communication and coordination with other departments, including Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, Maintenance, Valet, HOA, and Retail Vendors.
  • Will serve as manager on duty as required.
  • Work directly with Housekeeping and Security teams during the evening shifts.
  • Perform other duties as needed.
  • Three or more years front office/guest services supervisory/leadership experience, or an equivalent combination of education and leadership experience.
  • Previous hotel experience is required.
  • Must be able to effectively communicate with Colleagues, Guests and Leadership team.
  • Problem solving, reasoning, motivating, organizational and training skills.
  • Required to work nights, weekends, and/or holidays. (Overnights if needed).
  • Ability to stand for up to 8 hours per day or long periods of time.
  • Opera experience a plus but not mandatory.
  • KYC software experience is preferred but not required.
  • Luxury experience or knowledge is preferred.
  • Understanding of Luxury service standards is required.
  • Clear communication is required.
  • Proficiency of the English language is required.
  • Expert level of MS office software (Excel, Word, Outlook) is required.
  • Medical, Dental, Vision, Disability, & Life Insurance
  • 401(k) Plan
  • Paid Time Off: 2.15 hours for every 40 hours worked (14 days)
  • 7 Paid Holidays and 2 Personal Days
  • Hotel Discount Program
  • Sick Time: Accrue 1 hour for every 30 hours worked
  • Delicious free shift meal at our employee cafeteria
  • Stellar back-of-house facilities
  • Support, training, and mentorship from management
  • Employee Recognition Programs
  • Career growth opportunities
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