IHG Overnight Front Desk Manager - The Willard InterContinental Washington in Washington, District Of Columbia
Overnight Front Desk Manager - The Willard InterContinental Washington
Job Number R164667
Hotel Brand: InterContinental Hotels
Americas - United States - District of Columbia - Washington
Do you see yourself as an Overnight Front Desk Manager? What's your passion? Whether you're into sports, shopping or spending time with your pet, 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. An American institution, the Willard InterContinental is located in the heart of the nation's capital on Pennsylvania Avenue, near the White House, the Smithsonian museums and the downtown business and theatre districts. With a rich historic legacy, the Willard is the Washington D.C. hotel of choice for heads of state and leaders of the world's business, cultural, social and political sectors. The hotel's 335 well-appointed large guestrooms include 41 elegant suites. Dining options include the Cafe du Parc, a popular French bistro with seasonal outdoor seating, and the Occidental Grill & Seafood, traditional Afternoon Tea in Peacock Alley, the classic Round Robin Bar and 24 hour Private In-Room Dining. There is over 20,000 square feet of Conference and Banquet space and the hotel hosts events ranging from intimate meetings to luxurious weddings. The Willard InterContinental combines heritage, sustainability and luxury with contemporary comfort and the latest technology.
Your day to day
FINANCIAL RETURNS• 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.PEOPLE• 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.• 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. • Interact with outside contacts:o Guests – to ensure their total satisfactiono Regulatory agencies – regarding safety and emergency matterso Other contacts as needed (professional organizations, community groups, local media) GUEST EXPERIENCE• 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. RESPONSIBLE BUSINESS• 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.• Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations. • May serve as “manager on duty” as required.• Perform other duties as assigned including assisting staff with their job functions during peak periods.
What we need from you
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.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. • May be required to work nights, weekends, and/or holidays.
What we offer
In return we'll give you a competitive financial and benefits package which can include healthcare and dental coverage, disability and life insurance, and a matched 401(k) program. Hotel discounts worldwide are available as well as 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 click "Apply Online" and tell us how you could bring your individual skills to IHG.IHG is an equal opportunity employer Minorities / Females / Disabilities / Veterans