Front Office Manager - InterContinental New York Barclay

IHG Hotels & Resorts; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

IHG Hotels & Resorts in New York seeks a Front Office Manager to oversee guest registration, bell services, concierge, business center, and reservations. You will ensure brand standards, drive guest satisfaction, and maximize hotel profitability in the absence of the Manager.

Responsibilities include labor cost control, security of monetary transactions, staff training, and coordinating with departments to deliver exceptional service. The role may require night shifts and weekend coverage.

Qualifications

• Bachelor’s degree in Hotel Management, Business Administration or related field with supervisory experience.
• Two years front office/guest services experience, including supervisory responsibilities.
• Fluent English; additional languages preferred.

Responsibilities

• Assist in monitoring labor costs and expenses to meet revenue goals.
• Oversee front office procedures, security of monies and guest transactions.
• Lead the Front Office Upsell Program and coordinate with partners for training.
• Manage budgets for the Front Office division and negotiate pricing with suppliers.
• Schedule staff coverage and supervise day-to-day front office activities.
• Train staff on PBX, systems, cash handling, and service standards.
• Promote teamwork with Accounting, Revenue Management, Sales, Catering, and Housekeeping.

Skills

Front office leadership

Guest service excellence

Budget control

Staff training

Education

Bachelor’s degree in Hotel Management or related field

Job description

Job Overview

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 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.
• Lead the Front Office Upsell Program; coordinate training with third party partner, track monthly goals and achievements, and coordinate daily goals and performance.
• Manage expense budgets for Front Office division; inventory, order, and work with suppliers for improved pricing and cost savings.
• 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.
• 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.
• Interact 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)
• 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.
• Drive Guest Love, Member Recognition, and IHG Rewards Club Enrollment performance; motivate and train colleagues toward reaching metric goals in all 3 categories.
• 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.
• Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
• 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 in hotels. Must speak fluent English. Other languages preferred.

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.

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

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

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.
• EEO Is The Law - more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process, more information is available.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Our agency policy is noted.
• If you are a resident of or applying to a job opening in the State of Washington, more information is available about applicable benefits.
• 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.