Director of Front Office - InterContinental Mark Hopkins

Director of Front Office - InterContinental Mark Hopkins Hotel Brand: InterContinental Location: United States, California, San Francisco As director of Front Office, you’ll lead the front office department to ensure a memorable guest experience is delivered and departmental revenue and profit goals are met while following safety and compliance requirements and local policies and procedures. People Direct everyday activity, plan and assign work ensuring you always have the right staffing numbers. Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues – recognize good performance. Train colleagues to meet hotel revenue goals to the standards we expect and have the tools they need to work effectively. Recommend or initiate any HR related actions where needed. Drive a great working environment for teams to thrive and connect departments to create a sense of one team. Interact with outside contacts: guests, vendors, and other contacts as needed. Develop and maintain great working relationships with key clients and outside contacts to increase revenue. Oversee night audit function and preparation of daily financial reports. Prepare and submit statistical, performance, and forecast analyses and reports as required. Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. Use company systems and processes to maximize revenue; develop plans to increase occupancy and ADR through walk‑ins and upselling at the front desk. Hit all personal/team sales goals and maximize profitability. Help prepare the departmental budget and financial plans including the hotel marketing plan. Guest Experience Provide guests with information (e.g., loyalty programmes, area attractions, restaurants, facility information) to enhance their experience. Schedule conventions and/or business group activities at the hotel and coordinate with other hotel‑level departments to facilitate services agreed upon by the sales office and prospective clients. Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIPs, large groups and other key guests. Lead marketing efforts to upsell guests on hotel services, offerings, and amenities. Ensure front office staff provides guests with prompt service, professional attention and personal recognition. Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction. Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies. Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals. Responsible Business Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high‑profile exposure for the hotel. Effectively communicate and market aspects of the hotel that are sustainable or "green" and use information to gain new business opportunities. Act as central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts. Ad‑hoc duties – unexpected moments when we have to pull together to get a task done. Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met. Perform other duties as assigned; may also serve as manager on duty. Accountability This is the top front office management position job in a large, luxury, resort, or major flagship hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. Directly and indirectly supervises front office, bell, door and PBX employees. What we need from you Bachelor’s degree in Hotel Administration, Business Administration, or equivalent in higher education qualification. Four years of guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and work experience. Must speak local language(s). Compensation Salary range: $90,000–$95,000 Equal Opportunity Employer At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law. #J-18808-Ljbffr InterContinental Hotels Group