Director of Front Office - IHG

JOB OVERVIEW

Direct the activities of the Front Office areas to ensure the achievement of established quality and guest service

standards and departmental revenue and profit goals. Adhere to governmental regulations concerning hotel

emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies

and procedures. Deliver a guest experience that is unique and brings the brand to life.

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.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor

budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory

management.

• Oversee night audit function and preparation of daily financial reports.

• Prepare and submit statistical, performance, and forecast analyses and reports as required.

• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory

control.

• Use company systems and processes to maximize revenue. Develop plans to increase occupancy and ADR

through walk-ins and upselling at the Front Desk.

PEOPLE:

• Direct day-to-day staffing requirements, plan and assign work, and establish performance and development

goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and

improve team member performance.

• Educate and train team members in compliance with brand standards, service behaviors, and governmental

regulations. Ensure staff has the tools, training, and equipment to carry out job duties.

• Promote teamwork and quality service through daily communication and coordination with other departments.

• Recommend and/or initiate salary, disciplinary, or other

GUEST EXPERIENCE:

• Ensure Front Office staff provides guests with prompt service, professional attention and personal

recognition.

• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond

appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements

in guest satisfaction.

• Conduct routine inspections of the Front Office and public areas and take immediate actions to correct any

deficiencies.

• Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve

established goals.

• Communicate to appropriate departments all pertinent information related to the expected arrival and

departure of VIPs and other key guests, or other special guest needs.

RESPONSIBLE BUSINESS:

• Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements

are met.

• Act as a central communications point during emergency/crisis situations; develop and maintain relationships

with local fire, police, and emergency personnel.

• Develop awareness and reputation of the hotel and brand in the local community and promote team member

involvement in community outreach efforts.

Perform other duties as assigned. May also serve as manager-on-duty.

ACCOUNTABILITY

This is the top Rooms Division job in a large full-service, luxury, resort, or major flagship hotel with an extensive

range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests.

Directly and indirectly supervises a large number of Front Office and Housekeeping employees.

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree / higher education qualification / equivalent in Hotel Administration or Business Administration

and four years of guest service/hotel experience with two years in a management capacity, or an equivalent

combination of education and experience. Must speak local language(s). Other languages preferred.

The statements in this job description are intended to describe the essential nature and level of work

being performed. They are not intended to be ALL of the responsibilities or qualifications of the job.

The statements in this job description are intended to describe the essential nature and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees. Hotel discounts worldwide are available as well as the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself. So, what's your passion?

The salary range for this role is $110,000 – 135,000 annual plus a 15% eligibility bonus. This range is only applicable for jobs to be performed in New York City, NY. 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.

Please click "Apply Online" and tell us how you could bring your individual skills to IHG.

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

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 and let's #GoFurtherTogether

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, recognized 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. 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.