IHG

Global hotel company

Front Office Manager

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeNew York, NY, USA$68k - $75kIn-person

About the Job

Requirements

A bachelor's degree in Hotel Management, Business Administration, or a related field is required.
At least two years of front office or guest services experience, including hotel supervisory experience, is required.
Fluent English is required.
Ability to frequently stand behind the desk and in front office areas is required.
Ability to carry or lift items weighing up to 50 pounds is required.
Ability to handle various objects is required.
Ability to use a keyboard to operate property management and reservation systems is required.
Communication skills for interacting with guests, employees, and third parties are required.
Reading and writing abilities for paperwork, management reports, interpreting results, giving and receiving instructions, and training are required.
Mathematical skills including basic math, budgeting, profit/loss concepts, percentages, and variances are required.
Problem-solving, reasoning, motivating, organizational, and training abilities are required.
Availability to work nights, weekends, and/or holidays may be required.

Responsibilities

Assist in managing front office areas, including guest registration, bell services, concierge services, the business center, telephone services, and guest reservations, to ensure guest satisfaction and maximize hotel profitability.
Adhere to brand standards and desk merchandising requirements.
Serve as Front Office Manager in the manager's absence.
Assist in monitoring and controlling labor costs and expenses and in achieving revenue and profitability goals.
Assist in maintaining procedures for the security of money, credit and financial transactions, and guests; check billing instructions and guest credit for compliance with hotel credit policy.
Lead the Front Office Upsell Program, coordinate training with a third-party partner, track monthly goals and achievements, and coordinate daily goals and performance.
Manage Front Office division expense budgets; inventory and order supplies; and work with suppliers to improve pricing and achieve cost savings.
Assist in managing day-to-day Front Office staff activities and schedule employees to ensure proper coverage.
Recommend or initiate salary, disciplinary, or other staffing and human-resources actions in accordance with company policies, and alert management to potentially serious issues.
Ensure staff are trained on systems, security and cash handling procedures, and service standards, and have the tools and equipment needed to perform their jobs.
Promote teamwork and quality service through daily communication and coordination with Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
Interact with guests to ensure satisfaction; interact with regulatory agencies regarding safety and emergencies; and interact with other contacts as needed, including professional organizations, community groups, and local media.
Ensure guests receive prompt, professional attention and personal recognition; greet guests upon arrival; respond appropriately to complaints; and implement service recovery gestures.
Drive Guest Love, Member Recognition, and IHG Rewards Club enrollment performance, and motivate and train colleagues to reach performance goals in these categories.
Schedule and conduct routine inspections of front office and public areas; assist in creating and implementing action plans to correct deficiencies.
Train appropriate staff on PBX procedures for use as a central communications point during emergencies or crises.
Serve as manager on duty as required.
Perform other assigned duties, including assisting staff during peak periods.

Desired Qualifications

Knowledge of other languages is preferred.

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.

Hiring Salary: USD 68,000.00 - 75,000.00

About the Company

IHG

Global hotel company

IHG is a global hospitality company operating and franchising a portfolio of hotel brands. The company supports hotel development, reservations, loyalty programs, revenue management, brand standards, technology, and guest services. It serves travelers, hotel owners, franchisees, corporate clients, loyalty members, and hospitality partners. Its operating model centers on a primarily franchised and managed hotel network connected through brands, distribution, commercial systems, and regional support. Teams work across hotel operations, development, revenue, technology, marketing, loyalty, finance, and owner support. Teams support coordinated daily delivery.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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