Front Desk Manager - InterContinental Los Angeles Downtown
About The Position
The InterContinental Los Angeles Downtown Hotel is seeking a Front Desk Manager to join their team. This role is responsible for providing supportive functional assistance to the Front Office and other departments, interacting with guests and stakeholders. The manager will ensure efficient and seamless operations in the Front Office and support other operational departments as needed. They will also act as Manager on Duty, potentially working overnight shifts as Night Manager. The hotel is located in the Wilshire Grand building, standing 73 stories tall in the core of Downtown’s historic, entertainment, financial, arts, and sports districts. It provides first-class hospitality that seamlessly intertwines with the fabric of the burgeoning Downtown area.
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.
- 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.
Nice To Haves
- Other language preferred.
Responsibilities
- Provide supportive functional assistance to Front Office and other departments.
- Ensure efficient and seamless operations in Front Office and support other operational departments.
- Act as Manager on Duty, potentially working overnight shifts as Night Manager.
- Develop systems to measure cost effectiveness of the department and control running costs.
- Ensure awareness of credit policies and procedures and liaise with the Finance Department.
- 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.
- Drive the Front Office team in achieving monthly upselling, Ambassador, and IHG Rewards enrollment targets.
- Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements.
- Ensure departmental performance of staff is productive within company HR regulations.
- Respond to, log, and follow up with all guest queries and complaints, ensuring resolution and optimum guest satisfaction.
- Analyze guest complaint patterns and implement preventive action plans.
- React to situations to ensure guests receive prompt attention and personal recognition.
- Meet the diverse cultural needs of guests from around the world.
- Effectively manage overbooking situations and carry-out book-outs as necessary.
- Monitor HeartBeat results, secret shopper audits, and implement action plans to improve results.
- Ensure maximum team involvement in the HeartBeat program.
- Ensure VIPs, Ambassadors, and IHG Rewards guests receive special recognition and personalized attention.
- Assist Reception and Guest Relations during busy times.
- Support operations to ensure optimal guest experience.
- Check billing instructions and monitor guest credit.
- Meet and greet guests as needed with Front Office leadership.
- Perform tasks as directed by the Manager in pursuit of business goals.
Benefits
- Hotel discounts worldwide
- Access to a wide variety of discount programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
