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.
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word-spacing: 0px;">At InterContinental Hotels & Resorts® we want our guests
to feel special, cosmopolitan and In the Know which means we need you to:
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letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">• Be charming by being approachable, having confidence
and showing respect.
• Stay in the moment
by understanding and anticipating guests’ needs, being attentive and taking
ownership of getting things done.
• Make it memorable by
being knowledgeable, sharing stories and showing your style to create moments
that make people feel special.
DUTIES
AND RESPONSIBILITIES
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word-spacing: 0px;">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.
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initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">• 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.
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word-spacing: 0px;">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.
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word-spacing: 0px;">
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"Times New Roman"; font-size: medium; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">© 2012 InterContinental Hotels Group. All rights reserved.
Proprietary and Confidential.
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letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">• 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.
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font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">• 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.
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word-spacing: 0px;">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.
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letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">• 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, Priority Club enrollments,
etc.
• Interact with outside contacts: o Guests – to ensure their
total satisfaction
o Regulatory agencies –
regarding safety and emergency matters o Other contacts as needed (professional
organizations, community groups)
RESPONSIBLE BUSINESS
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letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">• 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.
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ACCOUNTABILITY
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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.
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word-spacing: 0px;">QUALIFICATIONS AND REQUIREMENTS
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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.
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text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">This job requires ability to perform the following:
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• 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.
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letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">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.
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"Times New Roman"; font-size: medium; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">• Reading and writing abilities are utilized often when
completing paperwork and management reports, interpreting results, giving
and receiving instructions, and training.
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"Times New Roman"; font-size: medium; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">• Mathematical skills, including basic math, budgeting,
profit/loss concepts, percentages, and variances are utilized frequently.
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font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">• Problem solving, reasoning, motivating, organizational
and training abilities are used often.
• Ability to travel
to attend workshops, specialized training and/or certifications, etc.
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font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color:
initial; text-decoration-style: initial; text-decoration-thickness: initial;
text-indent: 0px; text-transform: none; white-space: normal; widows: 2;
word-spacing: 0px;">• 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.
