Front Office Manager - InterContinental Hanoi Westlake

Industry:
Hotels
Department:
Front of House
Job Role:
Front Office Manager
Level:
Department Head
Location:
Asia
Area:
Unspecified
Salary Description:
Competitive
Posted:
21-Oct-17
Recruiter:
Intercontinental Hotels Group (IHG)
Job Ref:
HAN000477

At InterContinental ® Hotels & Resorts our role is to put the glamour into international travel. That's where you come in. When you're part of the InterContinental Hotels & Resorts brand you're more than just a job title.
At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.
Join us as a Front Office Manager in InterContinental Hanoi Westlake. You'll have ambition, talent and obviously, some key skills.

Job overview
Manage all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations) to deliver a guest experience that is unique and brings the brand to life.
At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Duties and responsibilities

Financial returns:
· Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
· Oversee night audit function and preparation of daily financial reports.
· Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

People:
· Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
· Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
· Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.

Guest experience:
· Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
· Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
· Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

Responsible business:
· Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
· Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
· Perform other duties as assigned. May also serve as manager on duty.

Accountability

This job is the top Front Office job at a full-service hotel or at a regional extended-stay hotel. May report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee subordinate supervisors.

In return for your hard work, you can look forward to a highly competitive salary and benefits package. What's more, because your career will be as unique as you are, we'll give you all the tailored support you need to make a great start, be involved and grow.
And because the InterContinental Hotels & Resorts brand belongs to the IHG ® family of brands, you'll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 4800 hotels in over 100 countries around the world.
So whoever you are, whatever you love doing, bring your passion to the InterContinental Hotels & Resorts brand and IHG and we'll make sure you'll have room to be yourself. Find out more about joining us today by going to careers.ihg.com<br><br> Qualifications and requirements

Bachelor's degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 3 years of Front Office/Guest Service experience including management experience. Must speak fluent English. Other languages preferred.

Contact Details:
Intercontinental Hotels Group (IHG)
Tel: .
Contact: HR Department

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