Assistant Front Office Manager - Hotel Indigo Los Angeles
Hotel Brand: Hotel Indigo
Location: United States, California, Los Angeles
Hotel: IN - Los Angeles Downtown (LAXFS), 899 Francisco St, 90017
Job number: 163556
Your Day to Day
Responsible for providing supportive functional assistance to Front Office as well as other departments; interacting with guests and other stakeholders within the property.
Accountable for maintaining efficient and seamless operations in Front Office, as well as supporting other operational departments when necessary. Acting as Manager on Duty in the hotel during specific time periods (including late evening, night, and early morning). May be required to work overnight shifts, acting as Night Manager, when needed.
Additional responsibilities:
- Develop systems that measure the cost effectiveness of the department, by introducing tracking procedures that enable effective control of the running costs of the department
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
- Manage financial transactions within hotel policies and procedures
- Analyze and approve discounts and rebates.
- Ensure front line colleagues comply with selling strategy techniques and revenue maximization
- Responsible to drive the Front Office team in achieving the monthly upselling, Ambassador and IHG Rewards enrollment targets
- Effectively manage staffing costs by preparing efficient work schedules for function in line with legal requirements
- Work within the company’s HR regulations to ensure the departmental performance of staff is productive
- Respond to, log and follow up with all guest queries and complaints, ensuring that they are resolved; resulting in optimum guest satisfaction. Analyze guests' complaint patterns and implement preventive action plans in liaison with other operational departments
- Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
- Be prepared and equipped to meet the diverse cultural needs of guests from around the world
- Effectively manage overbooking situations, and carry-out book-outs as necessary following the guidelines as directed by Director of Front Office in liaison with Revenue and Sales department
- Monitors HeartBeat results, secret shopper audits and implements action plans to improve results
- Ensure maximum team involvement in the HeartBeat program in order to obtain higher results
- Ensures VIPs, Ambassadors and IHG Rewards guests receive special recognition and personalized attention
- Assists Reception and Guest Relations during busy times. Supporting the operations to ensure optimal guest experience
- Checks billing instructions and monitors guest credit
- Along with Front Office leadership, meet and greet guests as needed
- Perform tasks as directed by the Manager in pursuit of the achievement of business goals
What We Need From You
- Bachelor’s degree/higher education qualification/equivalent in Hotel Management/Business Administration or 3 years of Front Office/Guest Service experience including management experience.
Must speak fluent English; Other language preferred.
This job requires ability to perform the following:
- Communication skills; demonstrate 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 during nights, weekends, and/or holidays
What We Offer
$34.44 is the hourly pay rate for this role based on your experience.
We offer a comprehensive package of benefits including paid time off, medical/dental, vision insurance, 401K, and many other benefits to eligible employees.
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 click “Apply” and tell us how you could bring your individual skills to IHG.
IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans
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.
Who we are
Vous ne répondez pas tout à fait à toutes les exigences, mais croyez quand même que vous seriez le candidat idéal pour le poste ? Nous ne le saurons jamais à moins que vous n'ayez appuyé sur le bouton « Appliquer ». Commencez votre voyage avec nous dès aujourd'hui.
Informations importantes:
- La fourchette salariale indiquée est la plus basse à la plus élevée que nous croyons, de bonne foi, que nous paierions pour ce poste au moment de cette publication. Nous pourrions finalement payer plus ou moins que la fourchette affichée, et la fourchette pourrait être modifiée à l’avenir. Le niveau de rémunération d'un employé au sein de la grille salariale sera déterminé en fonction de plusieurs facteurs, notamment la formation pertinente, les qualifications, les certifications, l'expérience, les compétences, l'ancienneté, les destinations géographiques, le rendement, les horaires de travail, les exigences de voyage, les indicateurs de vente ou de revenus, et les besoins de l'entreprise ou de l'organisation.
- Aucun montant de rémunération n'est considéré comme un salaire ou une compensation tant qu'il n'est pas gagné, acquis et déterminable. Le montant et la disponibilité de toute prime, commission ou autre forme de compensation attribuable à un employé particulier demeurent à la seule discrétion de la Société, sauf et jusqu’à ce qu’il soit payé, et peuvent être modifiés à la discrétion exclusive de la Société, conformément à la loi.
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