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At InterContinental Hotels & Resorts we want our guests to feel special, cosmopolitan and in the Know.

Job Description

Do you see yourself as a Director of Front Office?

What's your passion? Whether you're into sports, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team. This role manages all aspects of the front office areas to ensure guest satisfaction.

HOTEL OVERVIEW:
InterContinental® Boston is a landmark of luxury overlooking Boston's historic waterfront, named one of the ‘Best Hotels in the World' by Condé Nast Traveler magazine. Featuring 424 luxurious ultra-modern accommodations with distinctive style and breathtaking waterfront or downtown city views, a full service spa and fitness club, 32,000 square feet of premier meeting and event space, and an array of restaurants and bars influenced by a variety of international flavors. All of these features paired with our impeccable service has made InterContinental® Boston the city's most captivating Forbes Four-Star, 4 Diamond AAA rated hotel experience.

POSITION OVERVIEW:

In this role you will manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work and develop and communicate departmental strategies and goals. Responsibility includes you to 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. You will assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications and perform other duties as assigned. You may serve "manager on duty" as required.

DUTIES & RESPONSIBILITIES:
* Manage day-to-day operations and assignments of the front office staff including concierge, uniform services and reservations; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
* Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially 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 actions 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 & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
* Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy
* Establish, implement, and maintain training and procedures for PBX to serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
* 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 Beverage, 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 “manager on duty” as required.

Job Requirements

Required is a Bachelor's degree in Hotel Management/Business Administration, plus 3 years Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience.

You may be required to work nights, weekends, and/or holidays.
In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and 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? Please get in touch and tell us how you could bring your individual skills to IHG.

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

Apply Now