JOB OVERVIEW:

Manage all aspects of the front office areas which may include, but is not limited to guest registration, 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.

DUTIES AND RESPONSIBILITIES:

• 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.
• Recommend and/or initiate disciplinary related actions in accordance with company rules and policies. Alert management of potential 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 action 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.
• Achieve budgeted revenues, control labor costs and expenses, maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support overall objectives of the hotel.
• Maintain procedures for monies, credit card and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.
• 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 beverages, 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 as “manager on duty” as required.

QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s degree in hotel management/Business Administration, plus 3 years of front office/ guest services experience including management experience, or equivalent combination of education and experience.
• Must speak fluent English.

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.

The pay range for this role is $50,400-$87,195. This range is only applicable for jobs to be performed in Washington State. This 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, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits eligible to employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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?We need people like you to make a difference and create exceptional experiences every single day. Don’t just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition. Let’s Go Further Together.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.