Front Desk Night Manager (Salaried; Overnight Shift) - InterContinental Houston

JOB OVERVIEW:

Oversee the hotel operations for the day or night shift to ensure guest service standards are met and that hotel assets are secured and protected.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.

• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.

• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

DUTIES AND RESPONSIBILITIES:

FINANCIAL RETURNS

• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.

PEOPLE

• Monitor performance of employees scheduled during shift and recommend and/or initiate disciplinary actions in accordance with company rules and policies. Report serious issues to respective management for follow-up.

• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

• Interact with outside contacts:

  • Guests – to ensure their total satisfaction

  • Regulatory agencies, law enforcement or local government authorities – regarding safety and compliance matters.

  • Other contacts as needed (professional organizations, community groups, local media)

GUEST EXPERIENCE

• Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business

• Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.

RESPONSIBLE BUSINESS

• Assist in educating employees on current safety issues to ensure compliance with all health and safety regulations. Inform management of hazardous situations, emergencies or threats to the security of guests, employees or hotel assets.

• Manage day or night operation of the hotel. Conduct periodic walk-through of each department. Tour public areas and ground to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.

• May also have oversight of the security function at night

• Coordinate employee and guest evacuation/notification in event of an emergency

• Throughout shift 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. Correct any deficiencies

• Document and record all incidents involving guests or employees, or other relevant events, on the appropriate reports, e.g., Manager on Duty Report. Report any injuries to Loss Prevention in accordance with policies and procedures

• May serve as “manager on duty” as required

• Perform other duties as assigned

ACCOUNTABILITY

Represents the hotel’s management in judgement and decision making while typically in charge of hotel operations in the absence of General Manager and/or other management staff. Does not routinely perform front desk or night audit functions.

QUALIFICATION AND REQUIREMENTS

Some college and three years guest service/hotel experience, or an equivalent combination of education and/or experience. Must have full knowledge of guest service/night function and some supervisory training/experience preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Carrying or lifting items weighing up to 25 pounds.

• Frequently standing up and moving about the hotel

• Frequently handling objects and equipment

• Frequently bending, stooping, kneeling.

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 reflect highly on the hotel, the brand, and the Company.

• Reading and writing abilities are utilized often when completing paperwork and shift reports, and giving and receiving instructions

• 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

• Ability to travel to attend workshops, conferences, etc.

• Must be able to work weekends, and/or holidays.

WHAT WE OFFER:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including an impressive room discount and some of the best training in the business.

The annual salary for this exempt manager role is $48,000-$50,000. This rate is only applicable for jobs to be performed in Houston, Texas.

This is the starting rate we in good faith believe we would pay for this role at the time of this posting. We may pay more or less than the posted rate, and the rate 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 a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible full-time employees.

You can apply for this role through the link below (or through the internal career site if you are a current employee).

Remarks: No amount of pay is considered wages or compensation until 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.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance by always welcoming different backgrounds, experiences, and perspectives.

IHG Hotels & Resorts gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  So, join us and you’ll become part of our ever-growing global family.

At IHG Hotels & Resorts, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognized and respected – wherever they are in the world. Want to be part of the journey?