Assistant Front Desk Manager (Hourly) - InterContinental Houston

About the role

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, and 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.

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.

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 (Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, Maintenance)
• Interact with outside contacts: guests to ensure 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

Qualifications

• 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

Requirements

• 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
• Communication skills 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 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 utilized frequently
• Problem solving, reasoning, motivating, organizational and training abilities used often
• Must be able to work nights, weekends, and/or holidays

Benefits

• Comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible full-time employees
• Impressive room discount
• Some of the best training in the business

Pay

The hourly pay rate for this Hourly role is $20.00. 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.

Schedule

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