Job Description

RELATIONSHIPS

1. Reports directly to and communicates with the Director of Rooms on all pertinent Front Office matters affecting guest service.
2. Supervises Front Office operations personnel.
3. Interacts with guests as well as individuals outside the hotel including but not limited to travel industry representatives, competitors, labor relations representatives, suppliers, contractors and other members of the local community.
4. Cooperates, coordinates and communicates with other department heads as requested.

DUTIES AND RESPONSIBILITIES

1. Assist in managing the day-to-day activities of the Front Office staff. 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.
2. 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.
3. Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments and location. All room rates, special packages and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled in-house group activities, locations and times. All hotel and departmental policies and procedures. Access all function of computer system according to established procedures and standards. Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies. Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
4. Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
5. Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
6. Review the previous day's occupancy and room revenues. Monitor revenues derived from telephone, garage and sundries. Monitor expenses (telephone, cost of sales, supplies and labor). Resolve discrepancies with Accounting. Track actual's against budget.
7. Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
8. Ensure that staff report to work as scheduled. Document any late or absent employees. Coordinate breaks for staff.
9. Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department's standards and delegate these tasks.
10. Conduct pre-shift meeting with staff and review all information pertinent to the day's business. Inspect grooming and attire of staff; rectify any deficiencies
11. Monitor the check in/check out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
12. Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
13. Monitor VIP arrivals - greet and escort them to their room.
14. Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.
15. Foster and promote a cooperative working climate, maximizing productivity and employee morale.
16. Prepare and submit daily/weekly payroll records.
17. Complete all paperwork and closing duties in accordance with departmental standards.
18. May serve as "manager on duty" as required. Perform other duties as assigned including assisting staff with their job functions during peak periods.

19. At IHG we are committed to providing our employees with a safe, secure and healthy workplace.It is your responsibility to comply with all workplace health and safety requirements, including any department specific training regarding equipment and procedures.

20. Perform other duties and special projects as assigned.

QUALIFICATIONS

• Bachelor’s degree from a four year college or university and/or a minimum of two years’ experience as a Front Desk Manager in a 4-star Hotel and/or training; or equivalent combination of education and experience. Previous experience in a 4 star or 5 star hotel is preferred but not required.

• Excellent organizational, supervisory, customer service skills.

• Must be able to work well under stressful situations and handle challenges in a professional manner.

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.

The salary range for this role is $28.53 to $30.29This is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?