Assistant Manager, Front Office

A little bit about your day-to-day

Assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, InterContinental Club Lounge, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Director of Front Office in their absence.

Every day is different but mostly you’ll 

• Manage the day-to-day activities of the Front Office staff and overnight shift when MOD (manager on duty).  Schedule employees to ensure proper coverage.
• Complete daily safety checklist and ensure it is reviewed and completed each shift (see attached checklist for specific requirements related to duties).
• Recommend and/or initiating salary, disciplinary, or other staffing/people + culture -related actions in accordance with Company rules and policies.  Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems, security, cash handling procedures, service standards, and have the tools and equipment needed to effectively carry out their job functions.
• Manage the guest experience by ensuring guests receive prompt, professional attention and personal recognition, responding appropriately to guest complaints and implementing appropriate service recovery gestures in order to ensure total guest satisfaction.
• 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.
• 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
• Train staff on all call procedures to serve as a central communications point during emergency/crisis situations.
• 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)
• Perform other duties as assigned including assisting staff with their job functions during peak periods.

What we need from you

Bachelor’s degree in Hotel Management, Business Administration or related field plus two years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.

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