Front Office Manager at IHG Career

Los Angeles, California, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Jul, 26

Salary

80000.0

Posted On

06 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Front Office Management, Guest Services, Staff Training, Budgeting, Financial Reporting, Team Leadership, Conflict Resolution, Inventory Management, Emergency Response, Communication, Customer Satisfaction, Performance Management, Upselling, Compliance, Concierge Services

Industry

Hospitality

Description

Role Purpose The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Manager you’ll deliver this through managing all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in any location Key Accountabilities 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 your team are properly trained on systems, security, service and quality standards. Guest Experience * Ensure your 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. Financial * Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management. * Oversee night audit function and preparation of daily financial reports. * Develop 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. May also serve as manager on duty. Accountability This job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee a team. Key Skills & Experiences * Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including management experience * Must speak fluent English * Other languages preferred Salary: $ 71k - $ 80k At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, veteran status or any other characteristic protected by law. This employer follows the Los Angeles Fair Chance Ordinance and California Fair Chance Act. All qualified applicants, including those with arrest or conviction records, will be considered.

Responsibilities

The Front Office Manager oversees all front office operations, including guest registration, concierge services, and reservations to ensure a memorable guest experience. They are also responsible for managing staff performance, departmental budgets, and financial reporting to drive occupancy and service quality.