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Front Office Manager (193502)Job Number R171621Hotel Brand: InterContinental HotelsAmericas - United States - New York - New YorkDescriptionYour day to dayJOB OVERVIEWThe Keep Active Manager manages the overalldelivery of core guest services (guest reservation and registration, arrival and departure, shuttle service, luggage assistance, common areas and Athletic Studio). This role alsodelivers the brand experience as it relates to fitness and wellnessbyengaging guests with expertise at the Wellness Wall and wellness facility.DUTIES AND RESPONSIBILITIESFINANCIAL RETURNS:
Manages day-to-day operations and assignments of the team; schedule, plan, and assign work.
Achieves budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front
Manages front office team to ensure guests are greeted upon arrival and receive prompt, professional attention and personal recognition.
Assists in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications such as up-selling strategies and techniques
Ensures billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
Drives high team performance and achievement goals and objectives by establishing clear performance goals and expectations, and being actively involved in team’s performance and development through direct feedback, coaching and training.
Inspires the teamby living the brand, embracing holistic wellness, keeping in tune with the latest in information on health and nutrition, and encouraging them to do the same.
Ensures the team is properly trained and provided the tools and equipment needed
Advises team of formal policies and procedures.
Responds appropriately to guest complaints and implements appropriate service recovery guidelines in order to ensure total guest satisfaction.
Seeks and uses guest feedback to build relationships with guests, and drives continuous improvement in guest satisfaction.
Ensures that special needs and requests of guests are fulfilled
What we need from youQUALIFICATIONS AND REQUIREMENTSBachelor’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
Flexible work schedule
Preferred
Bilingual, Spanish
Demonstrated recent and regular participation in wellness, sports, fitness or similar activities
Other:
Communication skills are utilized a significant amount of time when interacting with others
Demonstrated ability to interact with guests, employees and third parties in a way that reflects positively 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.
May be required to work nights, weekends, and/or holidays
PHYSICAL REQUIREMENTSFrequently standing up behind the desk and front office areas
Carrying or lifting items weighing up to 50 pounds
Handlingvarious objects
Using a keyboard to operate various property management and reservations systems
