Guest Experience Manager - Front Office

IHG Hotels & Resorts; New York (NY); On-site; USD 68,000 - 73,000; Full time

Job summary

Hotel Indigo, part of IHG Hotels & Resorts, is seeking a Front Office Manager to oversee guest registration, bell services, concierge, business center, and reservations at our New York property.

You will act as Manager on Duty in the absence of the Director, coach staff, control costs, ensure brand standards, handle guest feedback, and coordinate with other departments to maximize guest satisfaction and hotel profitability.

Responsibilities

• Assist in managing the day-to-day activities of the Front Office staff. Schedule employees to ensure proper coverage.
• Recommend and/or initiate disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards.
• Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints.
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance reflects the hotel and brand.
• 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.
• Train staff on PBX procedures to serve as central communications during emergencies.
• Promote teamwork and quality service through daily communication with other departments.
• Interact with outside contacts including guests, regulatory agencies, and other contacts as needed.
• Perform other duties as assigned including assisting staff during peak periods

Job description

Hotel Indigo, part of IHG Hotels & Resorts, is seeking a Front Office Manager to oversee guest registration, bell services, concierge, business center, and reservations at our New York property.

You will act as Manager on Duty in the absence of the Director, coach staff, control costs, ensure brand standards, handle guest feedback, and coordinate with other departments to maximize guest satisfaction and hotel profitability.