Front Office Assistant Front Office Manager

JOB SUMMARY

Under the general direction of the Director of Rooms provides supportive functional assistance to all departments; interact with guests and members of the community. They will also coordinate with all other departments within the and lead operations under Front Office Guest Relations Uniform Services Instant Service and Club InterContinental Lounge.

This job is the third top Front Office Managerial Role at a full-service hotel or at a regional extended-stay hotel. Typically supervises operations under Front Office and Instant Service ensuring they deliver a unique experience to our guests bringing the brand to life.

CANDIDATE PROFILE

Education and Experience

Minimum 1 year of relevant experience or similar capacity or an equivalent combination of education and work-related experience.

CORE WORK ACTIVITIES

• Participate in the preparation of the annual departmental operating budget and financial plans.
• Controls and monitors departmental costs on an ongoing basis to ensure performance against budget managing the department expenses.
• Oversee night audit function and preparation of daily financial reports.
• Participate in the planning and execution to increase occupancy and ADR through walk-ins and up-selling at the front desk.
• Assists in planning for future staffing needsand recruiting in line with company guidelines.
• Coaches counsels and disciplines staff providing constructive feedback to enhance performance.
• Assists in maintaining a comprehensive current and guest focused set of departmental standards and procedures and oversees their implementation.
• Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
• Create a positive hotel image in every interaction with internal and external customers.
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs.
• Maintain current Hotel information to be able to provide information to guests.
• Consistently review the hotel performance and ensure the team are delivering recognition to our loyal guests.
• Reacts to situations to ensure guests receive prompt attention personal recognition throughout the hoteland responding to guest needs and resolves related problems
• Promotes inter-hotel sales and in-house front line staffs comply with FIT marketing techniques and maximize sales. Checks billing instructions and monitors guest credit along with analyzing/approving discounts rebates refunds.
• Takes action with the Property Management Systems (PMS) in emergency situation and fully conversant with all hotel emergency procedures.