Assistant Front Office Manager

1 week ago

Washington, Washington, D.C., United States IHG Full time
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?


As the world's first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings.

We all take great pride in being genuine ambassadors of the InterContinental brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity.

We create inspiring experiences for those seeking a richer perspective on the world.

If you'd like to embrace a world of opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

The Willard InterContinental Washington, DC is one of the most iconic hotels in the Nation's Capital. Since 1818, the Willard InterContinental Hotel has played host to the world's social and political elite. Often referred to as the 'Residence of Presidents', The Willard has welcomed U.S. presidents, foreign dignitaries and celebrities, as well as has been the site of many historic moments in U.S. history.

Located in the heart of the nation's capital on Pennsylvania Avenue, the Willard continues to be the hotel of choice for heads of state and leaders of the world's business, cultural, social and political sectors.

The hotel's 335 well-appointed large guestrooms include 41 elegant suites.

Dining options consist of the Cafe du Parc, a popular French bistro with seasonal outdoor seating, traditional Afternoon Tea in Peacock Alley, the classic Round Robin Bar and Private In-Room Dining.

There is over 20,000 square feet of Conference and Banquet space and the hotel hosts events ranging from intimate meetings to luxurious weddings.

The Willard InterContinental combines heritage, sustainability and luxury with contemporary comfort and the latest technology.

JOB OVERVIEW


Under the guidance and direction of the Front Office Manager (FOM) and/or Guest Relations Manager, and within the limits of established InterContinental Hotels Group policies and procedures, the Assistant Front Office Manager, provides supportive functional assistance to all departments, and acts as a key communication link with guests.


DUTIES AND RESPONSIBILITIES

  • Ensures that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
  • Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
  • Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts. Adjust schedules throughout the week to meet the business demands.
  • Monitors safedeposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
  • Controls and analyzes, on an ongoing basis, departmental costs to ensure performance against budget.
  • Assists the Front Office/Guest Relations Manager in the Communication of expectations to the Associates through:
  • Departmental Orientation
  • Job Description & Task List by Classification
  • The Designated Trainer Program
  • Development of Associates
  • Monthly Departmental Meetings
  • Conflict Resolution/Progressive Corrective Action
  • Pre Service Meetings
  • Manages and directs the Front Office, including Front Desk & Concierge, VIP Desk, The Club, Bell/Door and Valet Parking and Instant service Centre.
  • Provide leadership to Front Office in absence of Front Office /Guest Relations Manager.
  • Reviews weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
  • Attend preshift briefing with staff and review all information pertinent to the day's business.
  • Monitors performance of all Front Office staff in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel
  • Works closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for checkin and to report guest concerns.
  • Communicates to the Front Office/Guest Relations Manager all information likely to be of interest to them such as the expected arrival and departure of VIP's and all other pertinent information.
  • Reacts to situations to ensure guests receive prompt attention and personal recognition through out the hotel.
  • Ensures that all V.I.P.'s are preregistered according to standards.
  • Responds to guest needs and resolves related problems.
  • Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental associates.
  • Monitors the hotel front entrance and resolve any congested situations.
  • Monitor the checkin/checkout process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
  • Inspect grooming and attire of staff; rectify any deficiencies.
  • Communicates fire, emergency and health and safety procedures in conformance with the laws having jurisdiction.
  • Performs related duties and special projects as assigned.

QUALIFICATIONS AND REQUIREMENTS

Essential:

  • Two (2) years experience as Assistant Manager
  • Front Office in a 4 or 5 star hotel.
  • Five (5) years experience in Front Office of a 4 or 5 star hotel.
  • Ability to satisfactorily communicate in English with guests, management and coworkers to their understanding.
  • Ability to provide legible written communication to a high standard.
  • Familiarity with yield management and cost controls.
  • Proven success with employee relations' skills and ability to implement and maintain standards.
  • University Degree minimum of Bachelor Degree level or equivalent relevant educational experience.

This job requires ability to perform the following:

  • Enforce hotel's standards, policies and procedures with Front Office Associates
  • Forecast accurately
  • Prioritize and organize work assignments and delegate work.
- direct performance of staff and follow up with corrections where needed.

Other:

  • Focus and attention to details
- input and access information into on site computer systems Basic mathematical skills are used occasionally.

So, join us and you'll become part of our ever-growing global family.

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.


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.

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?


As the world's first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings.

We all take great pride in being genuine ambassadors of the InterContinental brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity.

We create inspiring experiences for those seeking a richer perspective on the world.

If you'd like to embrace a world of opportunities, we'd like to welcome you to the world's most international luxury hotel brand.


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.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer.

We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

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