Director of Front Office - Hotel Indigo Lower East Side

At Hotel Indigo® we deliver inspired service. In all we do, we are vibrant, curious and original.

• Be vibrant by carrying ourselves in a way that says to our guests we are energetic, motivated, confident.
• Be curious by being aware of our hotel and neighborhood and going out of our way to help guests learn and discover what's going on.

Be original by building connections with our guests and being imaginative to create memorable experiences.

JOB OVERVIEW

Direct the activities of the Front Office areas to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. Adhere to governmental regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures. Deliver a guest experience that is unique and brings the brand to life.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.

• 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.

PEOPLE:

• Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.

• Educate and train team members in compliance with brand standards, service behaviors, and governmental regulations. Ensure staff has the tools, training, and equipment to carry out job duties.

• Promote teamwork and quality service through daily communication and coordination with other departments.

• Recommend and/or initiate salary, disciplinary, or other

GUEST EXPERIENCE:

• 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.

• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIPs and other key guests, or other special guest needs.

RESPONSIBLE BUSINESS:

• Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met.

• Act as a 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.

Perform other duties as assigned. May also serve as manager-on-duty.

ACCOUNTABILITY

This is the top Rooms Division job in a large full-service, 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 a large number of Front Office and Housekeeping employees.

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree / higher education qualification / equivalent in Hotel Administration or Business Administration and four years of guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and experience. Must speak local language(s). Other languages preferred.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL of the responsibilities or qualifications of the job.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees. Hotel discounts worldwide are available as well as the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself. So, what's your passion?

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Hotel Indigo is an upper-upscale lifestyle brand that captures the true spirit of the neighbourhood. With over 150 properties worldwide, we look for individuals that can inspire our guests to make unique discoveries through meaningful connections to the diverse people, places, and cultures of the local area.

Bring your story, to inspire new ones.