Front Office Manager - Hotel Indigo Lower East Side

At Hotel Indigo^® we deliver inspired service. In all we do, we are vibrant, curious and original. 

• Be vibrant by carrying ourselves in a way that says to our guests we are energetic, motivated, confident.
• Be curious by being aware of our hotel and neighborhood and going out of our way to help guests learn and discover what's going on.
• Be original by building connections with our guests and being imaginative to create memorable experiences.

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 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. 
• 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 reports to the Director of Front Office. 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

Work Area: All areas of facility.

The salary for this role is $63,000 - $68,640 USD per hour. 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.

You can apply for this role through https://careers.ihg.com/en/ or through https://careers.ihg.com/en/internal-careers if you are a current employee.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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.