About us:
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.
At InterContinental Hotels &
Resorts® we want our guests to feel special, cosmopolitan and In the Know
which means we need you to:
- 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.
A Shining Star Among
Downtown Miami Hotels, the InterContinental Miami features the city's premier
accommodations, convention, and meeting facilities. Overlooking sparkling
Biscayne Bay, we provide a secure, inviting environment in a well-established
area of the city. Priding ourselves on being ONE GREAT
TEAM, and nine times TOP WORKPLACES of
South Florida by the Sun Sentinel.
Your day
to day:
As an Assistant Front
Office Manager, you will assist in managing all aspects of the front
office areas which may include but is not limited to guest registration, bell
services, concierge services, business center, telephone services, and guest
reservations to ensure guest satisfaction and maximize hotel
profitability. Adhere to all brand standards and desk merchandising.
Serve as Front Office Manager in his/her
absence.
DUTIES
AND RESPONSIBILITIES:
- Assist
in managing the day-to-day activities of the Front Office staff. Schedule
employees to ensure proper coverage. - 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. - Ensure guests receive prompt, professional
attention and personal recognition. Ensure guests are greeted upon
arrival. Respond appropriately to guest complaints.
Implement appropriate service recovery gestures 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. Assist
in creating and implementing action plans to correct
deficiencies. - Assist in monitoring and controlling labor
costs and expenses, and achieving revenue and profitability
goals. - Assist in maintaining procedures for security
of monies, credit and financial transactions, and guest security. Check
billing instructions and guest credit for compliance with hotel credit
policy - Train appropriate staff on procedures for PBX
to serve as a central communications point during emergency/crisis
situations. - 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, local
media)
- May serve as “manager on duty”
as required. - Perform other duties as assigned including
assisting staff with their job functions during peak
periods.
ACCOUNTABILITY:
This
job is the second in command in Front Office operations in a large full-service,
luxury, resort, or major flagship hotel with an extensive range of facilities
and services. Typically supervises front desk agents, and/or
bell-persons, doorpersons, reservationists, concierge representatives, PBX,
etc.
What we need
from you:
Qualifications
and Requirements:
Bachelor’s degree in Hotel
Management, Business Administration or related field plus two years front
office/guest services experience including supervisory 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. - May be required to work nights, weekends,
and/or holidays.
What
we offer:
The hourly pay rate for this role
is $27.00.
In return we will give you a competitive
financial and benefits package which may include healthcare support, dental,
vision, disability and life insurance support, and a matching 401k plan.
Hotel discounts worldwide are available as well as access to a wide variety
of discount programs and the chance to work with a great team of people. Most
importantly, we'll give you the room to be yourself.
IHG
is an equal opportunity employer: Minorities/ Females/ Veterans/
Disabled.
