Assistant Mgr Front Office

InterContinental Hotels Group; San Diego (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

InterContinental Hotels Group in San Diego is seeking a Front Office Manager to oversee guest registration, bell services, concierge, business center and reservations to drive guest satisfaction and hotel profitability.

Candidates should hold a Bachelor’s degree in Hotel Management or related field with at least two years in front office/guest services and supervisory experience; fluency in English is required and additional languages are a plus.

Qualifications

• Bachelor’s degree in Hotel Management or related field with two years front office/guest services experience including supervisory experience.
• Must speak fluent English; additional languages preferred.
• Strong leadership and training abilities.

Responsibilities

• Manage day-to-day Front Office staff and schedule coverage.
• Monitor labor costs and contribute to revenue goals.
• Ensure guest registration, bell, concierge, and reservations meet brand standards.
• Train staff on PBX procedures and security.
• Provide service recovery to ensure guest satisfaction.

Skills

Front office supervision

Guest services

Staff training

Education

Bachelor’s degree in Hotel Management or related field

Tools

Property management systems

Job description

Assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absence.

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.

EXTERNAL CONTACTS

• Interacts 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.

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.

REQUIREMENTS

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.
• May be required to work nights, weekends, and/or holidays.

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.

EEO STATEMENT

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