Front Office Manager | Guest Experience Leader

IHG Hotels & Resorts; Washington (District of Columbia); On-site; USD 79,000 - 85,000; Full time

Job summary

The Willard InterContinental Washington, DC, part of IHG Hotels & Resorts, seeks a Front Office Manager to own guest arrival experiences, registrations, reservations, porter and concierge services. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Lead and coach the front office team, manage budgets, drive revenue from walk-ins and upselling at the front desk, and train staff on PBX procedures while maintaining a welcoming, inclusive environment for

Qualifications

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration
• 3 years of Front Office/Guest Service experience including management experience
• Must speak fluent English; other languages preferred

Responsibilities

• Managing and coaching your front office team to deliver memorable guest experiences and the warmest of welcomes
• Engaging with guests to build personal relationships and remedy any complaints
• Conducting regular front office inspections to ensure we’re making the right first impression
• Helping to prepare budgets and finding new ways to drive revenue from walk-ins and up‑selling at the front desk
• Training team members on PBX procedures and taking the lead during an emergency or crisis
• Reporting into the Director of Rooms you’ll manage a team of front desk employees across several specialisms

Skills

Front Office Management

Guest Service Experience

Fluent English

Education

Bachelor's degree in Hotel Management/Business Administration

Job description

The Willard InterContinental Washington, DC, part of IHG Hotels & Resorts, seeks a Front Office Manager to own guest arrival experiences, registrations, reservations, porter and concierge services. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Lead and coach the front office team, manage budgets, drive revenue from walk-ins and upselling at the front desk, and train staff on PBX procedures while maintaining a welcoming, inclusive environment for