Job Information
IHG Front Office Manager - Crowen Plaza Resort Guam in United States
Job Status:
Full Time Exempt Salary position
Not eligible for relocation package
Requirement:
Must be able to work in US without any restrictions - US Citizens, US Permenant Residents, and Residents of Federated Stated of Micronesia.
At least five (5) years of experience managing guest services in a Resort environment. Should demonstrate Excellent understanding of hotel systems and revenue management principles. Demonstrated project management abilities, and experience both working independently on projects as well as collaborating across functions and departments.
What’s the job?
As Front Office Manager you will lead the day-to-day operations of the Front Office Department and are responsible for running the Front Office operation effectively. Ensure the achievement of established Crowne Plaza service quality and brand standard along with departmental revenue and profit goals. This is a critical position requiring proven capability in creating a positive and productive work environment. Your strength will be your ability to build, motivate, and lead an effective team that delivers results that are highly engaged.
Your-day-to-day
People
Actively drive recruitment, succession planning and onboarding across hotel operations in conjunction with HR and maintain a climate that attracts, retains, and motivates top quality talent.
Ensure the hotel services team are up-to-date with core and essential trainings; and a continuous succession planning program is in place.
Manage performance of team through IHG tools ensuring all colleagues receive regular performance feedback, quarterly check in conversations, annual performance review and that team member development plans are in place.
Overseeing all disciplinary procedures in line with Resort guidelines.
Lead the team by example by promoting and maintaining a safe and positive workplace.
Develop a Front Office orientation and on-boarding plan for new team members.
Promote teamwork and quality service through daily communication and coordination with other departments.
Manage daily staff assignments, communicate goals, and ensure compliance of policies and procedures.
Conduct pre-shift briefings as needed.
Review Rooms staff operations and initiate performance appraisals, salary adjustments, disciplinary measures, and other HR-related actions.
Financial
Ensure all credit and financial transactions are handled in a secure manner, CSA compliance is understood and executed by all colleagues. In consultation with Finance Lead, maintain policies procedures for security of monies, credit and financial transactions, guest security and inventory control.
Support Director of Rooms and GM in annual budget preparations, forecasting, IHG policy implementation and operating within the approved budgets, policies & guidelines.
Monitor budget and control expenses and labor costs.
Manage and closely monitor payroll efficiency and productivity through careful personnel planning, payroll productivity meetings and the use of IHG scheduling tools such as Kronos.
In partnership with the Sales Lead, drive revenue by identifying additional sales opportunities and implementing revenue generating ideas accordingly.
Drive revenue - you will be an expert in maximizing occupancy and average rate to ensure we perform competitively against the market. You’ll use company systems and processes to maximize total revenue through walk-ins, up selling, promotions and incentive schemes.
Guest Experience
Respond appropriately to guest comments and complaints (including social media), solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
Drive collaboration and quality service across the hotel through daily communication and coordination with other departments.
Conduct routine inspections of the hotel’s outlets and public areas and take immediate actions to correct any deficiencies
Responsible Business
Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals. Regularly review guest feedback and ratings and consider corrective actions to be implemented.
Drives development and implementation of the annual and quarterly action planning to achieve optimum guest satisfaction and hotel compliance with all standards and requirements.
Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures. Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommending corrective actions to prevent or minimise the chance of recurrence.
Take the lead in a crisis in alignment with the hotel’s Crisis Manual. Conversant with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat etc.
Demonstrate an understanding of Code of Conduct, IHG Way of Clean, Crisis Management ensuring the dissemination of information the team.
Ad-hoc duties –you’ll support the team operationally and other hotel departments as required.
What we need from you
Education - Bachelor’s Degree in Hospitality Management or Business Management or equivalent
Service years - At least 5 years of experience managing guest services in a Resort environment. Should demonstrate Excellent understanding of hotel systems and revenue management principles. Demonstrated project management abilities, and experience both working independently on projects as well as collaborating across functions and departments.
Knowledge and skills
Communication skills are utilized a significant amount of time when interacting with guests and employees.
Problem solving, reasoning, analytical, motivating, and training abilities are often used when coordinating functions, and performing general management duties.
Math skills, reading, and writing are used when completing paperwork, budgets, and other reports.
Must possess or be able be able to obtain a government-issued driver’s license.
Must be able to work nights, weekends, holidays, and during inclement weather.
Excellent interpersonal skills to build relationships internally and externally.
Language - Fluent in English (speaking, listening, reading and writing)
Preferred (if required)
Carrying or lifting items weighing up to 25 pounds
Frequently walking, standing up at guest-facing areas
Bending, stooping, kneeling
What we offer
In return we'll provide you a competitive financial and benefits package which may include Health (medical, dental & vision) insurance, a 401k plan with company match, Paid Time Off and Employee Discount. A chance to become part of the global IHG family - opening a door to endless career opportunities. We’re passionate about growing our talent. We’ll provide the training & development you need to succeed & progress into your next role.
Join us and you’ll become part of the global IHG family – Our colleagues share some winning characteristics: we work better together, we trust and support each other, we aim higher by looking for better ways to do things, we do the right thing, and we welcome different perspectives.
IHG is an equal opportunity employer: Minorities/ Females/ Disabled/ Veterans
Same Posting Description for Internal and External Candidates
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
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