About us:
As the worlds largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.
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.
A Shining Star Among Downtown Miami Hotels
The InterContinental Miami features the citys premier accommodations, convention, and meeting facilities. Overlooking sparkling Biscayne Bay, we provide a secure, inviting environment in a well-established area of the city. Priding ourselves on being ONE GREAT TEAM, and nine times TOP WORKPLACES of South Florida by the Sun Sentinel.
Your Day-to-Day:
As an Assistant Front Office Manager, you will assist in managing all aspects of the front office areas which may include but is not limited to:
• Guest registration • Bell services • Concierge services • Business center • Telephone services • Guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absence.
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.
What We Need from You:
Qualifications and Requirements:
• Bachelor's degree in Hotel Management, Business Administration, or related field plus two years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. • Must speak fluent English. Other languages preferred.
This job requires the 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.
What We Offer:
The hourly pay rate for this role is $24.00.
In return, we will give you a competitive financial and benefits package which may include:
• Healthcare support • Dental • Vision • Disability and life insurance support • A matching 401k plan • Hotel discounts worldwide • Access to a wide variety of discount programs • The chance to work with a great team of people • Most importantly, we will give you the room to be yourself.
IHG is an equal opportunity employer: Minorities/Females/Veterans/Disabled.