Front Office Manager

IHG•Chicago, IL

9d•$84,015 - $91,017•Onsite

About The Position

The Front Office Manager is responsible for supervising Front Office operations personnel and ensuring guests receive prompt, cordial attention and personal recognition. This role also involves promoting Inter-Hotel sales and in-house facilities, managing training plans, and overseeing departmental costs to ensure performance against budget. The manager will also prepare departmental budgets and statistical reports, and ensure compliance with hotel credit policies.

Requirements

Supervise Front Office operations personnel.
Interviewing
Orientation
Hiring
Performance appraisal
Counseling
Coaching
Training
Suspension
Identify training needs
Develop formal training plans
Implement training sessions
Maintain standards for furnishings, facilities, and equipment
Conduct routine inspections
Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture
Conduct monthly departmental meetings
Control and analyze departmental costs
Participate in Strategic Plan, Marketing Plan, and Goals Program
Prepare Front Office Departmental Budget
Prepare and submit statistical, performance, and forecast reports
Check billing instructions and guest credit
Analyze and approve discounts and rebates
Analyze rate variance report
Comply with all workplace health and safety requirements

Responsibilities

Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
Ensure SCC members, known repeat guests, and VIPs receive special attention and recognition.
Promote Inter-Hotel sales and in-house facilities, and monitor Front Office Marketing techniques.
Inform other operating departments of Front Office matters that concern them.
Establish and maintain effective Member relations.
Conduct interviewing, orientation, hiring, performance appraisal, counseling, coaching, training, and suspension if necessary.
Identify training needs, develop formal training plans, and implement training sessions.
Maintain standards for furnishings, facilities, and equipment.
Conduct routine inspections of areas under control.
Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture.
Conduct comprehensive monthly departmental meetings.
Control and analyze departmental costs to ensure performance against budget.
Participate in the preparation of the hotel's Strategic Plan, Marketing Plan, and Goals Program.
Prepare the Front Office Departmental Budget.
Prepare and submit statistical, performance, and forecast reports.
Check billing instructions and guest credit for compliance with hotel credit policy.
Analyze and approve discounts and rebates.
Analyze the rate variance report to ensure rooms revenue control.
Communicate all information likely to be of interest to the Hotel Manager or General Manager.
Comply with all workplace health and safety requirements.
Perform other duties and special projects as assigned.