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IHG Front Office Manager in Columbus, Ohio

Front Office Manager

Job Number R175653

Hotel Brand: Crowne Plaza

Americas - United States - Ohio - Columbus

Description

About us

At Crowne Plaza ® , we want our guests to feel able to do their best, achieve their goals and be recognized for their success. To help them we need you to stay One Step Ahead and:

  • Create confidence – by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’ pace in all you do.

  • Encourage success – by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important; and offering thoughtful choices to help them feel restored and balanced.

  • M ake it happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.

Your day to day

FINANCIAL RETURNS

  • Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office.

  • Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.

  • Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.

PEOPLE

  • 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.

  • Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.

  • 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.

GUEST EXPERIENCE

  • Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines 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. Develop actions plans to correct any deficiencies.

  • Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Priority Club enrollments, etc.

  • 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)

RESPONSIBLE BUSINESS

  • Establish, implement, and maintain training and procedures for PBX to serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.

  • Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.

  • Perform other duties as assigned.

  • May serve “manager on duty” as required.

What we need from you

Bachelor’s degree in Hotel Management/Business Administration, plus 3 years Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

This job requires 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.

  • Ability to travel to attend workshops, specialized training and/or certifications, etc.

  • May be required to work nights, weekends, and/or holidays.

What we offer

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? 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.

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  • Michael Bayerl

    United States Air Force

    “My experience with IHG has been nothing short of awesome and I have learned so much.  Soon I will be the GM of the World’s Largest Holiday Inn Express (currently the IHG Army Hotels on Fort Lee) with 1,000 rooms.”

    Senior Master Sergeant (Ret.) Michael Bayerl joined the U.S. Air Force in 1979. Throughout 20 years of active duty, he served as an Air Force Services Specialist and Inspector General for Services-Air Mobility Command. From the moment he started with the USAF Michael was immersed with hospitality experience, starting out in Food in Beverage before working his way through the ranks and functioning in virtually every position available within military restaurants & hotels.

    In 2002, Michael took on a General Manager position at an Air Force Inn, and since that time, he has managed hotel complexes with over 2000+ rooms, on 3 different properties. Michael found his way to IHG when he intentionally took on a role with Army Lodging, knowing that the hotel would soon be privatized into an IHG hotel.

    Today, Michael is the General Manager at IHG Army Hotels on Fort Lee (soon to be re-branded as the World’s largest Holiday Inn Express).

  • Teresa “Sarge” Colatarci

    Navy

    Meet Teresa “Sarge” Colatarci, general manager/regional director of operations for six IHG Army Hotels at Fort Sam Houston in San Antonio. Following her service in the U.S. Navy, she continues to serve by providing True Hospitality through the IHG Teen Academy.

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