Front Office Mgr. - InterContinental Hotel and Conference Center Cleveland

Front Office Mgr. - InterContinental Hotel and Conference Center Cleveland Job number: 165109 Manage all aspects of the front office areas which may include, but is not limited to guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS

Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.

PEOPLE

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. Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures. 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.

GUEST EXPERIENCE

Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction. 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. Develop action plans to correct any deficiencies. Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Priority Club enrollments, etc. 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).

RESPONSIBLE BUSINESS

Establish, implement, and maintain training and procedures for PBX to serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Perform other duties as assigned. May serve "manager on duty" as required.

ACCOUNTABILITY

This job is the top front office job at a full-service hotel or at a regional extended-stay hotel, or reporting to a director of rooms division at a large luxury or resort hotel. Typically supervises front desk agents, and bell/van services, reservations, PBX, etc. May oversee subordinate supervisors.

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree in hotel management/business administration, plus 3 years front office/guest service experience including management experience, or an equivalent combination of education and experience. 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. 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. Ability to travel to attend workshops, specialized training and/or certifications, etc. May be required to work nights, weekends, and/or holidays. 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. The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the company’s sole discretion unless and until paid and may be modified at the company’s sole discretion, consistent with the law. EEO Is The Law - click here for more information about equal opportunity employer minorities/women/protected veterans/disabled/sexual orientation/gender identity. If you require reasonable accommodation during the application process, please click here. IHG does not accept applications, inquiries, or unsolicited cvs/resumes from staffing or recruiting agencies. Please click here for our agency policy. If you are a resident of or applying to a job opening in the state of washington, please click here to read about applicable benefits. #J-18808-Ljbffr InterContinental Hotels Group