Front Desk Manager - InterContinental Los Angeles Downtown
$70.3k - $74kFull-time
IHG Hotels & Resorts
About Us Do you see yourself as a Front Desk Manager ? What's your passion? At IHG we're interested in YOU. We employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team. As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand. The InterContinental Los Angeles Downtown Hotel is located in the Wilshire Grand building, standing 73 stories tall in the core of Downtown's historic, entertainment, financial, arts, and sports districts. Ideally placed at the heart of the revitalized, energy-charged urban center of the United States' second-largest city, the hotel provides first-class hospitality that seamlessly intertwines with the fabric of the burgeoning Downtown area. Your Day to Day Responsible for providing supportive functional assistance to Front Office as well as other departments; interacting with guests and other stakeholders within the property. Accountable for maintaining efficient and seamless operations in Front Office, as well as supporting other operational departments when necessary. Acting as Manager on Duty in the hotel during specific time periods (including late evening, night, and early morning). May be required to work overnight shifts, acting as Night Manager, when needed. Additional responsibilities:
- Develop systems that measure the cost effectiveness of the department, by introducing tracking procedures that enable effective control of the running costs of the department
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
- Manage financial transactions within hotel policies and procedures
- Analyze and approve discounts and rebates.
- Ensure front line colleagues comply with selling strategy techniques and revenue maximization
- Responsible to drive the Front Office team in achieving the monthly upselling, Ambassador and IHG Rewards enrollment targets
- Effectively manage staffing costs by preparing efficient work schedules for function in line with legal requirements
- Work within the company's HR regulations to ensure the departmental performance of staff is productive
- Respond to, log and follow up with all guest queries and complaints, ensuring that they are resolved; resulting in optimum guest satisfaction. Analyze guests complaint patterns and implement preventive action plans in liaison with other operational departments
- Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
- Be prepared and equipped to meet the diverse cultural needs of guests from around the world
- Effectively manage overbooking situations, and carry-out book-outs as necessary following the guidelines as directed by Director of Front Office in liaison with Revenue and Sales department
- Monitors HeartBeat results, secret shopper audits and implements action plans to improve results
- Ensure maximum team involvement in the HeartBeat program in order to obtain higher results
- Ensures VIPs, Ambassadors and IHG Rewards guests receive special recognition and personalized attention
- Assists Reception and Guest Relations during busy times. Supporting the operations to ensure optimal guest experience
- Checks billing instructions and monitors guest credit
- Along with Front Office leadership, meet and greet guests as needed
- Perform tasks as directed by the Manager in pursuit of the achievement of business goals
- Bachelor's degree/higher education qualification/equivalent in Hotel Management/Business Administration or 3 years of Front Office/Guest Service experience including management experience.
- Must speak fluent English; Other language preferred.
- Communication skills; demonstrate 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
- May be required to work during nights, weekends, and/or holidays
Vacancy posted 3 days ago
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