Assistant Front Office Manager (Full-Time) l InterContinental Miami Downtown

InterContinental Hotels Group; Miami (FL); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as an Assistant Front Office Manager, where you will play a pivotal role in ensuring exceptional guest experiences. In this dynamic position, you will oversee hotel operations, manage guest services, and lead a dedicated team. With a commitment to excellence, you will create memorable moments for guests while maintaining the highest standards of service. This is an exciting opportunity to be part of a renowned hospitality brand that values teamwork and personal growth. If you are passionate about hospitality and ready to make a difference, we want you on our team!

Benefits

Healthcare Support

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

401k Plan

Hotel Discounts

Discount Programs

Qualifications

• 3+ years of guest service/hotel experience required.
• Must have full knowledge of guest service/night function.

Responsibilities

• Oversee hotel operations to ensure guest service standards are met.
• Resolve guest complaints and ensure satisfaction.

Skills

Guest Service

Supervisory Skills

Communication Skills

Problem Solving

Mathematical Skills

Education

Some College

Job description

Assistant Front Office Manager (Full-Time) l InterContinental Miami Downtown

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

AtInterContinental Hotels & Resortswe want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charmingby being approachable, having confidence and showing respect.
• Stay in the momentby understanding and anticipating guests’ needs, being attentive and taking ownershipof getting things done.
• Make it memorableby being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

A Shining Star Among Downtown Miami Hotels, the InterContinental Miami features the city's premier accommodations, convention, and meeting facilities. Overlooking sparkling Biscayne Bay, we provide a secure, inviting environment in a well-established area of the city. Priding ourselves on beingONE GREAT TEAM,and eight timesTOP WORKPLACESof South Florida by the Sun Sentinel.

Your day to day:

As aNight Relief Manager, you will oversee the hotel operations for the day or night shift to ensure guest service standards are met and that hotel assets are secured and protected.

DUTIES AND RESPONSIBILITIES:

• Manage day or night operations of the hotel. Conduct periodic walk-through of each department. Tour public areas and grounds to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
• May also have oversight of the security function at night.
• Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business.
• Coordinate employee and guest evacuation/notification in the event of an emergency.
• Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
• Assist in educating employees on current safety issues to ensure compliance with all health and safety regulations. Inform management of hazardous situations, emergencies or threats to the security of guests, employees or hotel assets.
• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
• Throughout shift 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. Correct any deficiencies.
• Document and record all incidents involving guests or employees, or other relevant events, on the appropriate reports, e.g., Manager on Duty Report. Report any injuries to Loss Prevention in accordance with policies and procedures.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Regulatory agencies, law enforcement or local government authorities – regarding safety and compliance matters
  • Other contacts as needed (Professional organizations, community groups, local media)
• May serve as “manager on duty” as required.
• Perform other duties as assigned.

ACCOUNTABILITY:

Represents the hotel’s management in judgment and decision making while typically in charge of hotel operations in the absence of General Manager and/or other management staff. Does not routinely perform front desk or night audit functions.

What we need from you:

Qualifications and Requirements:

Some college and three years guest service/hotel experience, or an equivalent combination of education and/or experience. Must have full knowledge of the guest service/night function and some supervisory training/experience preferred. Must speak fluent English.Other languages preferred.

This job requires ability to perform the following:

• Carrying or lifting items weighing up to 25 pounds
• Frequently standing up and moving about the hotel
• Frequently handling objects and equipment
• Frequently bending, stooping, and kneeling

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 shift reports, and giving and receiving instructions.
• 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.
• Ability to travel to attend workshops, conferences, etc.
• May be required to work nights, weekends, and/or holidays.

What we offer:

In return wewill give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

IHG is an equal opportunity employer: Minorities/ Females/ Veterans/ Disabled.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
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