Front Office Manager - InterContinental New York Barclay

Hotel: IC - New York Barclay (NYCHA), 111 E 48th St, 10017 Do you see yourself as a Front Office Manager? Job Overview At InterContinental New York Barclay, we are looking for a confident and service-driven leader to oversee our Front Office operations. As the Manager on Duty, you will play a critical role in ensuring seamless operations, guest satisfaction, and hotel safety, while upholding the highest luxury service standards. 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. Key Attributes Be charming: be approachable, confident, and respectful. Stay in the moment: anticipate guests’ needs, be attentive, and take ownership of getting things done. Make it memorable: share stories, show your style, and create moments that make people feel special. 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 (Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, Maintenance). Interact with outside contacts: guests, regulatory agencies, professional organizations, community groups, local media. Ensure guests receive prompt, professional attention and personal recognition. Respond appropriately to guest complaints. Implement appropriate service recovery gestures 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 three categories. Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance 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. 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. Physical and Work Conditions 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. Communication skills utilized a significant amount of time when interacting with guests, employees and third parties. Reading and writing abilities 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, utilized frequently. Problem solving, reasoning, motivating, organizational and training abilities used often. May be required to work nights, weekends, and/or holidays. Additional Information We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and other benefits to eligible employees. Salary Range: $68,000 - $75,000 annual (for New York City, NY). The range is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans #J-18808-Ljbffr InterContinental Hotels Group