IHG Assistant Director of Front Office - InterContinental Chicago Magnificent Mile in Chicago, Illinois


THE JEWEL OF CHICAGO'S MAGNIFICENT MILE InterContinental Chicago is a lot like the city itself; historic but hip, refined but relaxed, cultured but comfortable. A member of Michigan Avenue's architectural elite since 1929, our hotel is within easy reach of Chicago's incomparable museums, stores, theaters and restaurants. Navy Pier, Shedd Aquarium and Oak Street Beach are minutes away.

The InterContinental Hotel Group owns, operates and franchise more than 9,000 hotels, 120 million stays per year in nearly 100 countries. Our people lie at the heart of our business - and by bringing your expertise and passion to IHG; you will help us to achieve our goal of creating Great Hotels Guest Love.

The Career Opportunity: Assistant Director of Front Office



the general direction of the Director of Front Office, and within the limits of

established IHG and local hotel policies and procedures, this position assists

the Director of Front Office in managing all aspects of the Front Office

operations, which shall include, but not be limited to the following: Assistant

Managers, Guest Relations, Front Office Agents and Supervisors, Uniformed

Services, Concierge and Fitness Center.




directly to and communicates with the Director of Front Office on all pertinent

Front Office matters affecting guest service.



Front Office operations personnel.



with guests as well as individuals outside the hotel including but not limited

to travel industry representatives, competitors, labor relations

representatives, suppliers, contractors and other members of the local




coordinates and communicates with other department heads as requested.


  • Assist in managing the day-to-dayactivities of the Front Office staff. Ensure all staff is properly trainedon systems, security and cash handling procedures, and service standardsand have the tools and equipment needed to effectively carry out their jobfunctions.

  • Schedule and regularly conduct routineinspections of the front office and public areas to ensure the appearanceof such areas reflects highly on the hotel, brand, and Company.

  • Maintain complete knowledge at all timesof: All hotel features/services, hours of operation. All room types,numbers, layout, decor, appointments and location. All room rates, specialpackages and promotions. Daily house count and expectedarrivals/departures. Room availability status for any given day. Scheduledin-house group activities, locations and times. All hotel and departmentalpolicies and procedures. Access all function of computer system accordingto established procedures and standards. Check Front Desk and storageareas for proper supplies, organization and cleanliness. Instructdesignated personnel to rectify any cleanliness/organization deficiencies.Establish par levels for supplies and equipment. Complete requisitions toreplenish shortages or additional items needed for the anticipatedbusiness.

  • Ensure that current information onrates, packages and promotions is available at the Front Desk and that allstaff are knowledgeable on such.

  • Review the daily business levels,anticipate critical situations and plan effective solutions to bestexpedite these situations.

  • Review the previous day's occupancy androom revenues. Monitor revenues derived from telephone, garage and sundries.Monitor expenses (telephone, cost of sales, supplies and labor). Resolvediscrepancies with Accounting. Track actual's against budget.

  • Prepare weekly work schedules inaccordance with staffing guidelines and labor forecasts. Adjust schedulesthroughout the week to meet the business demands.

  • Ensure that staff report to work asscheduled. Document any late or absent employees. Coordinate breaks forstaff.

  • Assign work duties to staff inaccordance with departmental procedures. Communicate additions or changesto the assignments as they arise throughout the shift. Identify situationswhich compromise the department's standards and delegate these tasks.

  • Conduct pre-shift meeting with staff andreview all information pertinent to the day's business. Inspect groomingand attire of staff; rectify any deficiencies

  • Monitor the check in/check out process,ensuring agreement to hotel standards, anticipate critical situations andassist wherever necessary to help alleviate the pressure and to processthe guest expediently.

  • Anticipate sold-out situations and knowhow many rooms are overbooked. Locate alternative accommodations forguests and "walk" guests, following hotel policies andprocedures.

  • Monitor VIP arrivals - greet and escortthem to their room.

  • Provide feedback to staff on theirperformance. Handle disciplinary problems and counsel employees accordingto hotel standards.

  • Foster and promote a cooperative workingclimate, maximizing productivity and employee morale.

  • Prepare and submit daily/weekly payrollrecords.

  • Complete all paperwork and closingduties in accordance with departmental standards.

  • May serve as "manager on duty"as required. Perform other duties as assigned including assisting staffwith their job functions during peak periods.

  • Perform other duties and specialprojects as assigned.

  • At IHG we arecommitted to providing our employees with a safe, secure and healthyworkplace.It is your responsibility tocomply with all workplace health and safety requirements, including anydepartment specific training regarding equipment and procedures.



  • Bachelor’s degree from a fouryear college or university and/or a minimum of two years’ experience as a FrontDesk Manager in a 4-star Hotel and/or training; or equivalent combination of educationand experience. Previous experience in a 4 star or 5 star hotel is preferredbut not required.

  • Excellent organizational,supervisory, customer service skills.

  • ·Must be able to work wellunder stressful situations and handle challenges in a professional manner.

Other Information: Required to work rotating shifts including weekends, overnights, and/or Holidays.

This job also requires the following Environment Required Behaviors/Abilities:

What's your passion? Whether you're into sports, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

What Do You Get?

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Do you see yourself as an Assistant Director of Front Office? Please get in touch and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans

Job: Hotel General Management

Location: IL-Chicago

Requisition ID: R145375