Front Office Director: Elevate Guest Experience & Revenue

IHG Hotels & Resorts; New York (NY); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k)

Job summary

Hotel Indigo is seeking a Front Office leader to direct Front Office activities and ensure top-level guest experiences. You will manage budgets, monitor labor costs, supervise night audit, and drive revenue through strategic occupancy and rate plans.

The role requires a Bachelor's degree in Hotel Administration or Business Administration and at least four years in guest services with two in management. Strong leadership and teamwork are essential; a commitment to brand standards is expected.

Qualifications

• Bachelor’s degree / higher education qualification / equivalent in Hotel Administration or Business Administration and four years of guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and experience.

Responsibilities

• Participate in annual departmental budget and financial plans; monitor budgets, labor costs, and expenses with focus on rate strategy.
• Oversee night audit function and preparation of daily financial reports.
• Prepare and submit statistical, performance, and forecast analyses and reports.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
• Use company systems to maximize revenue; develop plans to increase occupancy and ADR through walk-ins and upselling at the Front Desk.
• Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members.
• Educate and train team members in compliance with brand standards and governmental regulations.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Recommend and/or initiate salary, disciplinary, or other actions.
• Ensure Front Office staff provides guests with prompt service, professional attention and personal recognition.
• Greet guests on arrival and interact effectively; respond to complaints and build relationships that drive improvements in guest satisfaction.
• Conduct routine inspections of the Front Office and public areas and correct deficiencies.
• Analyze guest satisfaction data and implement improvement plans.
• Communicate VIP arrival/departure needs to appropriate departments.
• Audit all financial transactions to ensure regulations and data privacy compliance.
• Act as central communications point during emergencies; liaise with local emergency services.
• Promote brand awareness and community outreach involvement.
• Perform other duties as assigned; may serve as manager-on-duty.
• This is the top Rooms Division role; supervises Front Office and Housekeeping staff.

Skills

Leadership

Team management

Budgeting

Upselling

Education

Bachelor's degree in Hotel Administration or Business Administration

Job description

Hotel Indigo is seeking a Front Office leader to direct Front Office activities and ensure top-level guest experiences. You will manage budgets, monitor labor costs, supervise night audit, and drive revenue through strategic occupancy and rate plans.

The role requires a Bachelor's degree in Hotel Administration or Business Administration and at least four years in guest services with two in management. Strong leadership and teamwork are essential; a commitment to brand standards is expected.