Assistant Front Office Manager (MOD) - InterContinental San Francisco at IHG in San Francisco, California

Job Description:

About us

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

Your day to day

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As the manager on duty, you’ll deliver this through managing all aspects of the front office (guest registration, guest services, telephone services, concierge services, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in any location

Guest Experience 

• Serve as manager on duty and ensure the front office team delivers a great service, professional attention and personal recognition


• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction


• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies

People

• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance


• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties


• Ensure the team are properly trained on systems, security, service and quality standards

Financial

• Support the monitoring of budget, labor costs and expenses with a focus on rate strategy.


• Step in and oversee night audit function and preparation of daily financial reports


• Assist with development of plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner


• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel


• Perform other duties as assigned. 

What we need from you

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus prior Front Office/Guest Service experience including management experience.

Must speak fluent English. Other languages preferred.

What we offer

We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.