Mgr Front Office

Role Purpose

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Manager you’ll deliver this through managing all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in any location

Key Accountabilities

People 

• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance. 
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties. 
• Ensure your team are properly trained on systems, security, service and quality standards.

 Guest Experience

• Ensure your front office team delivers a great service, professional attention and personal recognition. 
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction. 
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies. 

Financial

• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management. 
• Oversee night audit function and preparation of daily financial reports. 
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk. 

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner. 
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. 
• Perform other duties as assigned. May also serve as manager on duty.

 Accountability 

This job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee a team. 

Key Skills & Experiences

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including management experience
• Must speak fluent English 
• Other languages preferred

What we Offer - 

We'll reward all your hard work with a great salary and benefits - including a great room discount and superb training. 

Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us. 

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status,
veteran status or any other characteristic protected by law. IHG is committed to promoting a culture of inclusion where everyone feels safe, respected, and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work. 

The below range is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in CA, CO, NJ, NY, WA, HI, IL, MN, VT, 

The salary range for this role is $42,000.00 to $52,500.00. 

We offer a comprehensive package of benefits including paid time off, medical, dental, vision insurance, 401(k), and any other benefits to eligible employees. 

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.