Director of Front Office

IHG Hotels & Resorts; Chicago (IL); On-site; USD 84,000 - 91,000; Full time

Job summary

IHG Hotels & Resorts in Chicago seeks a Front Office Manager to lead guest services and front desk operations. You will report to the Hotel Manager and supervise Front Office staff, ensuring prompt, cordial attention and personalized recognition for guests.

You will coordinate with Housekeeping, Sales and other departments, manage budgets, training programs, staffing and performance reviews, and oversee monthly meetings.

Job description

RELATIONSHIPS

• Reports directly to and communicates with the Hotel Manager on all pertinent Front Office matters affecting guest service.
• Supervises Front Office operations personnel.
• Interacts with guests as well as individuals outside the hotel including but not limited to travel industry representatives, competitors, labor relations representatives, suppliers, contractors and other members of the local community.
• Cooperates, coordinates and communicates with other department heads as requested.

Duties And Responsibilities

• Monitors Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
• Monitors Front Office personnel, and particularly Guest Relations personnel, to ensure SCC members, known repeat guests and other VIP's receive special attention and recognition.
• Promotes Inter‑Hotel sales and in‑house facilities and monitors Front Office Marketing techniques in line with FIT Marketing Program.
• Informs other operating departments, notably Housekeeping and Sales of Front Office matters that concern them.
• Establishes and maintains effective Member relations.
• Conducts such functions as interviewing, orientation, hiring, performance appraisal, counseling, coaching, training and suspending if necessary to ensure appropriate staffing and productivity. Consults with department heads, Human Resource, Hotel Manager and General Manager as appropriate.
• Identifies training needs, develops formal training plans and implements training sessions.
• Assumes overall responsibility for maintaining standards to ensure furnishings, facilities and equipment are clean, in good repair and well maintained.
• Schedules and regularly conducts routine inspections of areas under his/her control.
• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental Members.
• Conducts comprehensive monthly departmental meetings to include a review of procedures and events, which warrant special handling and detailed information.
• Controls and analyzes, on an on‑going basis, departmental costs to ensure performance against budget.
• Participates in the preparation of the hotel's Strategic Plan, Marketing Plan and Goals Program. Prepares the Front Office Departmental Budget.
• Prepares and submits statistical, performance and forecast reports as necessary, to facilitate Annual Budget and Strategic Plan preparation and provide management with marketing information.
• Checks billing instructions and guest credit for compliance with hotel credit policy.
• Analyzes and approves discounts and rebates.
• Analyzes the rate variance report prepared by the Income Auditor to ensure rooms revenue control.
• Communicates to the Hotel Manager or General Manager all information likely to be of interest to them, such as the expected arrival and departure of VIP's and all other pertinent information.
• At IHG we are committed to providing our employees with a safe, secure and healthy workplace. It is your responsibility to comply with all workplace health and safety requirements, including any department specific training regarding equipment and procedures.
• Perform other duties and special projects as assigned.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

The salary range for this role is $84,015.36 to $91,016.64 This 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.

Important information

• 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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• For roles or applicants in San Francisco only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.