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Gerente de la oficina de recepción - Crowne Plaza Resort Guam

Marca del hotel: Crowne Plaza
Ubicación: Estados Unidos, Guam, Tamuning

Hotel: Crowne Plaza - Resort Guam (GUMCR)

Número de trabajo: EMEAA30893

About Us

EXPRESSIONS OF INTEREST WANTED! The award winning Premium hotel brand Crowne Plaza is coming to Guam! The Crowne Plaza Resort Guam will offer a contemporary, modern premium resort experience to guests at its 322-room beachfront property in the heart of Tamuning. At Crowne Plaza, we embrace the holistic needs of the modern traveler – flexibility, collaboration and empathy is at the heart of everything we do.


What’s the job?


As Front Office Manager you will lead the day-to-day operations of the Front Office Department and are responsible for the effective running of Front Office operations to ensure the achievement of established Crowne Plaza quality, guest and colleague standards along with departmental revenue and profit goals. This is a critical position requiring proven capability in creating a positive and productive work environment. Your strength will be your ability to build, motivate, and lead an effective team that delivers results and is highly engaged.

Your day to day


  • Ensure the hotel services team are up-to-date with core and essential trainings; and a continuous succession planning program is in place.
  • Manage performance of team through IHG tools ensuring all colleagues receive regular performance feedback, quarterly check in conversations, annual performance review and that team member development plans are in place.
  • Lead the team by example by promoting and maintaining a safe and positive workplace.
  • Develop a Front Office orientation and on-boarding plan for new team members.
  • Promote teamwork and quality service through daily communication and coordination with other departments.
  • Manage daily staff assignments, communicate goals, and ensure compliance of policies and procedures.
  • Review Rooms staff operations and initiate performance appraisals, salary adjustments, disciplinary measures, and other HR-related actions.




  • Ensure all credit and financial transactions are handled in a secure manner, CSA compliance is understood and executed by all colleagues. In consultation with Finance Lead, maintain policies procedures for security of monies, credit and financial transactions, guest security and inventory control.
  • Monitor budget and control expenses and labor costs.
  • Manage and closely monitor payroll efficiency and productivity through careful personnel planning, payroll productivity meetings and the use of IHG scheduling tools such as Kronos.
  • In partnership with the Sales Lead, drive revenue by identifying additional sales opportunities and implementing revenue generating ideas accordingly.
  • Drive revenue - you will be an expert in maximizing occupancy and average rate to ensure we perform competitively against the market. You’ll use company systems and processes to maximiser total revenue through walk-ins, up selling, promotions and incentive schemes.

Guest Experience


  • Respond appropriately to guest comments and complaints (including social media), solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
  • Drive collaboration and quality service across the hotel through daily communication and coordination with other departments.
  • Conduct routine inspections of the hotel’s outlets and public areas and take immediate actions to correct any deficiencies

Responsible Business

  • Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals. Regularly review guest feedback and ratings and consider corrective actions to be implemented.
  • Take the lead in a crisis in alignment with the hotel’s Crisis Manual. Conversant with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat etc.
  • Demonstrate an understanding of Code of Conduct, IHG Way of Clean, Crisis Management ensuring the dissemination of information the team.

What we need from you

**US Citizen or US Permanent Resident Card (Green Card) Holder is preferred but not essential**

1. Education

Bachelor’s degree in Hotel Administration, Business Administration or equivalent 

2. Service years

At least 2 years of experience managing guest services in a Resort environment. Should demonstrate Excellent understanding of hotel systems and revenue management principles. Demonstrated project management abilities, and experience both working independently on projects as well as collaborating across functions and departments.

3. Knowledge and skills

  • Communication skills are utilized a significant amount of time when interacting with guests and employees.
  • Problem solving, reasoning, analytical, motivating, and training abilities are often used when coordinating functions, and performing general management duties.
  • Math skills, reading, and writing are used when completing paperwork, budgets, and other reports.
  • Must possess or be able be able to obtain a government-issued driver’s license.
  • Must be able to work nights, weekends, holidays, and during inclement weather.
  • Excellent interpersonal skills to build relationships internally and externally.

4. Language

Fluent in English (speaking, listening, reading and writing) required, Other languages preferred.

5. Preferred (if required)

  • Carrying or lifting items weighing up to 25 pounds
  • Frequently walking, standing up at guest-facing areas
  • Bending, stooping, kneeling

What we offer

In return we'll provide you a competitive financial and benefits package which may include Health (medical, dental & vision) insurance, a 401k plan with company match, Paid Time Off and Employee Discount. A chance to become part of the global IHG family - opening a door to endless career opportunities.  We’re passionate about growing our talent. We’ll provide the training & development you need to succeed & progress into your next role. 

Join us and you’ll become part of the global IHG family – Our colleagues share some winning characteristics: we work better together, we trust and support each other, we aim higher by looking for better ways to do things, we do the right thing, and we welcome different perspectives. 


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.

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