Assistant Front office manager

InterContinental Hotels Group; Fort Benning (GA); On-site; USD 27,000 - 39,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Office leader to manage day-to-day activities, schedule staff, and uphold service standards at a luxury resort environment. The role requires ensuring guest satisfaction, training staff on systems and security, and coordinating with multiple departments to maintain brand prominence.

The position involves monitoring labor costs, handling guest issues, and acting as manager on duty when needed.

Qualifications

• Bachelor’s degree in Hotel Management, Business Administration or related field plus two years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.
• Must speak fluent English. Other languages preferred.
• Ability to perform: stand for long periods, lift up to 50 pounds, handle various objects, operate PMS systems with a keyboard.

Responsibilities

• Assist in managing the day-to-day activities of the Front Office staff. Schedule employees to ensure proper coverage.
• Recommend and/or initiate salary, disciplinary, or other staffing actions according to Company policies; alert management of serious issues.
• Ensure staff are trained on systems, security, cash handling, service standards, and have tools/equipment needed.
• Ensure guests receive prompt, professional attention and recognition; greet guests on arrival; respond to complaints and implement service recovery gestures.
• Schedule and inspect front office/public areas to maintain high appearance; implement action plans to correct deficiencies.
• Monitor and control labor costs and expenses; help achieve revenue and profitability goals.
• Maintain procedures for security of monies, credit, and guest transactions; check billing/credit compliance with hotel policy.
• Train staff on PBX procedures to serve as central communications during emergencies.
• Promote teamwork and service quality through daily inter-department communication; liaise with Accounting, Revenue Management, Sales & Marketing, Catering, F&B, Housekeeping, Maintenance.
• Interact with guests, regulatory agencies, and other contacts to ensure satisfaction and safety.
• May serve as “manager on duty” as required.
• Perform other duties including assisting staff during peak periods.

Skills

Fluent English

Education

Bachelor’s degree in Hotel Management, Business Administration or related field

Job description

DUTIES AND RESPONSIBILITIES:

• Assist in managing the day-to-day activities of the Front Office staff.Schedule employees to ensure proper coverage.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Ensure guests receive prompt, professional attention and personal recognition.Ensure guests are greeted upon arrival.Respond appropriately to guest complaints.Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.Assist in creating and implementing action plans to correct deficiencies.
• Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
• Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security.Check billing instructions and guest credit for compliance with hotel credit policy
• Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
• Promote teamwork and quality service through daily communication and coordination with other departments.Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Regulatory agencies – regarding safety and emergency matters
  • Other contacts as needed (professional organizations, community groups, local media)
• May serve as “manager on duty” as required.
• Perform other duties as assigned including assisting staff with their job functions during peak periods.

ACCOUNTABILITY:

This job is the second in command in Front Office operations in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services.Typically supervises front desk agents, and/or bell-persons, doorpersons, reservationists, concierge representatives, PBX, etc.

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Qualifications and Requirements:

Bachelor’s degree in Hotel Management, Business Administration or related field plus two years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.Must speak fluent English.Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated 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.
• May be required to work nights, weekends, and/or holidays.
• This postion pays $23.89/hr