Front Office Manager - InterContinental New York Barclay

IHG • New York, NY

10d

About The Position

The Front Office Manager assists in managing all front office areas, including guest registration, bell and concierge services, the business center, telephone services, and guest reservations, with the goal of ensuring guest satisfaction and maximizing hotel profitability. The role upholds brand standards and desk merchandising and serves as Front Office Manager in the manager’s absence.

This is the second-in-command role for Front Office operations at a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services. It typically supervises front desk agents and/or bellpersons, doorpersons, reservationists, concierge representatives, and PBX staff. The position may serve as manager on duty and may assist staff with their job functions during peak periods.

The role requires frequent interaction with guests, employees, third parties, regulatory agencies, and hotel departments. It uses communication, reading, writing, mathematical, problem-solving, organizational, reasoning, motivating, and training abilities. The position may require work at night, on weekends, and/or on holidays.

Requirements

• Bachelor’s degree in Hotel Management, Business Administration, or a related field.
• Two years of front office or guest services experience, including supervisory experience in hotels.
• Fluent English.
• Ability to frequently stand behind the desk and in front office areas.
• Ability to carry or lift items weighing up to 50 pounds.
• Ability to handle various objects.
• Ability to use a keyboard to operate property management and reservations systems.
• Demonstrated ability to interact with guests, employees, and third parties in a manner that reflects highly on the hotel, brand, and Company.
• Ability to use communication skills extensively and reading and writing skills regularly for paperwork, reports, instructions, and training.
• Ability to use basic mathematics, budgeting, profit/loss concepts, percentages, and variances frequently.
• Problem-solving, reasoning, motivating, organizational, and training abilities.

Nice To Haves

• Other languages are preferred.

Responsibilities

• Assist in monitoring and controlling labor costs and expenses and achieving revenue and profitability goals.
• Assist in maintaining procedures for the security of money, credit and financial transactions, and guests; check billing instructions and guest credit for compliance with hotel credit policy.
• Lead the Front Office Upsell Program, including coordinating partner training, tracking monthly goals and achievements, and coordinating daily goals and performance.
• Manage Front Office division expense budgets; inventory and order supplies, and work with suppliers to improve pricing and achieve cost savings.
• Assist in managing day-to-day Front Office staff activities and schedule employees to ensure proper coverage.
• Recommend or initiate salary, disciplinary, or other staffing and human-resources actions in accordance with Company rules and policies; alert management to potentially serious issues.
• Ensure staff are trained on systems, security and cash-handling procedures, and service standards, and have the tools and equipment needed to perform their jobs.
• Promote teamwork and quality service through daily communication and coordination with Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Interact with guests to ensure satisfaction, with regulatory agencies regarding safety and emergencies, and with other outside contacts as needed.
• Ensure guests receive prompt, professional attention and personal recognition; greet guests upon arrival, respond to complaints, and implement appropriate service recovery gestures.
• Drive Guest Love, Member Recognition, and IHG Rewards Club Enrollment performance by motivating and training colleagues to reach goals in all three categories.
• Schedule and conduct routine inspections of Front Office and public areas and assist in creating and implementing action plans to correct deficiencies.
• Train appropriate staff on PBX procedures so it can serve as a central communications point during emergency or crisis situations.
• Serve as manager on duty when required.
• Perform other assigned duties, including assisting staff with their functions during peak periods.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager