Assistant Director of Front Office- InterContinental New York Times Square

DUTIES AND RESPONSIBILITIES:

• Assist in managing the day-to-day activities of the Front Office staff.  Schedule employees to ensure proper coverage. 
• 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.
• Ensure guests receive prompt, professional attention and personal recognition.  Ensure guests are greeted upon arrival.  Respond appropriately to guest complaints. Implement appropriate service recovery gestures 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.  Assist in creating and implementing action plans to correct deficiencies.
• Assist in monitoring and controlling labor costs and expenses and achieving revenue and profitability goals.
• Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security.  Check billing instructions and guest credit for compliance with hotel credit policy.
• Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations. 
• 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, local media) 
• May serve as “manager on duty” as required.
• Perform other duties as assigned including assisting staff with their job functions during peak periods.

ACCOUNTABILITY:

This job is the second in command in Front Office operations in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services.    Typically supervises front desk agents, and/or bell-persons, doorpersons, reservationists, concierge representatives, PBX, etc. 

Qualifications and Requirements:

Bachelor’s degree in Hotel Management, Business Administration or related field plus two-four years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.  Candidate must have previous experience working in a Union environment Must speak fluent English.  Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling various objects 
• Use a keyboard to operate various property management and reservations systems, etc.

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training. 
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often. 
• May be required to work nights, weekends, and/or holidays.

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.

The salary range for this role is $82,000 - 87,000 USD. This reflects the minimum to maximum salary range. This range is only applicable for this job to be performed in NY. This is the pay 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.

We offer comprehensive package of benefits including [paid time off, medical/dental/vision insurance, 401(k), and any other benefits] to eligible employees.
You can apply for this role through internal website. IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.
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.

So, what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.