Overnight Front Office Manager

About the role

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.

Responsibilities

• Manage day or night operations of the hotel.
• Conduct periodic walk-through of each department.
• Tour public areas and grounds to ensure appearance reflects highly on the hotel, brand, and company; correct any deficiencies.
• Monitor performance of employees scheduled during shift and recommend or initiate disciplinary actions in accordance with company rules and policies.
• Report serious issues to respective management for follow-up.
• Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival.
• Ensure 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.
• May oversee the security function at night.
• Resolve all guest complaints promptly and professionally, following established service recovery guidelines to ensure guest satisfaction and repeat business.
• Coordinate employee and guest evacuation or notification in the event of an emergency.
• Assist in educating employees on current safety issues to ensure compliance with health and safety regulations.
• Inform management of hazardous situations, emergencies, or threats to the security of guests, employees, or hotel assets.
• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
• Conduct routine inspections of the front office and public areas throughout the shift to maintain high standards.
• Document and record all incidents involving guests or employees on appropriate reports (e.g., Manager on Duty Report).
• Report any injuries to Loss Prevention in accordance with policies and procedures.
• 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).
• May serve as “manager on duty” as required.
• Perform other duties as assigned.

Physical requirements include:

• 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, and kneeling.

Requirements

• Some college and three years of guest service or hotel experience, or an equivalent combination of education and/or experience.
• Full knowledge of the guest service or night function.
• Some supervisory training or experience preferred.
• Must speak fluent English; other languages preferred.
• Ability to perform the following:
  • Communication skills utilized frequently when interacting with guests, employees, and third parties.
  • Reading and writing abilities used often for completing paperwork, shift reports, and instructions.
  • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
  • Problem-solving, reasoning, motivating, organizational, and training abilities.
• Ability to travel to attend workshops, conferences, etc.
• May be required to work nights, weekends, and/or holidays.

About the company

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s. We are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We take pride in being genuine ambassadors of the InterContinental brand, embracing a thirst for travel, passion for culture, and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world.