Assistant Front Office Manager - IC New York Barclay

Job Overview Assist in managing all aspects of the front office, including guest registration, bell services, concierge, business center, telephone services and guest reservations to ensure guest satisfaction and maximize hotel profitability. Serve as Front Office Manager in the manager’s absence. Uphold brand standards, desk merchandising, and maintain the highest luxury service standards. Responsibilities Assist in managing the day-to-day activities of the Front Office staff and schedule employees for proper coverage. Recommend or initiate salary, disciplinary, or other staffing actions in accordance with company rules and policies and alert management of potential issues. Ensure all staff is properly trained on systems, security, cash handling procedures, and service standards, and that they have the tools needed to perform their jobs. Ensure guests receive prompt, professional attention and personal recognition, greet them upon arrival, respond to complaints, and implement appropriate service recovery gestures to achieve total satisfaction. Schedule and conduct routine inspections of the front office and public areas to maintain visual standards, and assist in creating and implementing action plans to correct deficiencies. Assist in monitoring and controlling labor costs and expenses to achieve revenue and profitability goals. Maintain procedures for security of monetary, credit, and financial transactions, and check billing instructions for compliance with hotel credit policy. Train staff on PBX procedures to serve as a central communications point during emergencies. Promote teamwork and quality service through daily communication and coordination with Accounting, Revenue Management, Sales & Marketing, Catering, Food & Beverage, Housekeeping, and Maintenance. Interact with outside contacts: Guests – to ensure their total satisfaction. Regulatory agencies – regarding safety and emergency matters. Professional organizations, community groups, local media as needed. May serve as manager on duty as required. Perform other duties as assigned, including assisting staff during peak periods. Accountability The second in command in Front Office operations, supervising front desk agents, bell-persons, doorpersons, reservationists, concierge representatives, and PBX. Qualifications and Requirements Bachelor’s degree in Hotel Management, Business Administration, or related field plus two years of front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English; other languages preferred. Physical and functional requirements: Frequently standing at the desk and front office areas. Carrying or lifting items weighing up to 50 pounds. Use a keyboard to operate various property management and reservation systems. Strong communication, reading, writing, mathematical, problem‑solving, and organizational skills. May be required to work nights, weekends, and holidays. Salary The salary range for this role is $22.72 per hour, applicable for jobs performed in New York City, NY. The exact pay within the range depends on education, qualifications, experience, and other factors. Equal Opportunity Employer IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans. Disclaimer 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 responsibilities or qualifications of the job. #J-18808-Ljbffr IHG