Front Desk Manager - InterContinental Boston

style="font-family: "Times New Roman", serif;">For over 70 years, the InterContinental® brand has defined worldly
sophistication and timeless elegance. As a flagship property, InterContinental®
Boston continues that tradition. Named one of the Best Hotels in the World
by Condé Nast Traveler, our hotel is a beacon of luxury on Boston’s historic
waterfront.

style="font-family: "Times New Roman", serif;">We offer 424 beautifully appointed guestrooms, stunning skyline
and harbor views, a full-service spa and wellness club, premier event space,
and a variety of globally inspired dining experiences.

We invite passionate professionals to help us write the next chapter in our
legacy of excellence.

Every day
is different, but you’ll mostly be:

• Manage day-to-day
  operations and assignments of the front office staff including concierge,
  uniform services and Instant Service; 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.
• 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 actions 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, IHG Rewards Club enrollments,
  etc.
• 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
• Establish, implement, and maintain training and procedures
  for Instant Service 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.
• 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.
• 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)

• Perform other duties as assigned.
• May serve
  “manager on duty” as required.

What we need
from you:

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
• Handling various objects
• 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.
• Must be able to work nights, weekends,
  and/or holidays.

style="font-family: "Times New Roman", serif;">What We Offer

style="font-size: 12pt;">At InterContinental Boston, we reward your excellence
with a work environment designed to nurture success: