Front Office Manager

Are you looking to advance your career is Hospitality? 

The Holiday Inn Express & Suites - Downtown Omaha is looking for a skilled, self-starting, and service-driven Front Office Manager to assist in delivering superior service to our guests with an emphasis on driving member recognition and enrollment for front office team. *This is a full-time leadership position that requires a flexible schedule*

JOB OVERVIEW

The Front Office Manager will primarily be responsible for operational tasks and supervising others in their operational assignments at the hotel under the direction of the General Manager This role will ensure superior guest satisfaction and the efficient operations of the hotel through aiding front office training and coaching, and is ready to lead by example of delivering superior service to all of our guests. Other duties may be assigned as required by the business demand.

DUTIES AND RESPONSIBILITIES

People:

• Direct day-to-day activities, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize good performance.
• Able to make sound and professional decisions. Accurately manage cash drawer and credit card system. Communicate pertinent shift information to the next shift and direct supervisor.
• Familiarize yourself and stay current with the IHG Rewards Benefits for both guest and employees and fluctuating trends within Brand
• Attend the monthly IHG Brand calls as required by IHG

•  Lead the team in IHG Rewards Enrollment (This is your baby! Create, Inspire, & Empower your team to make it happen!)
• Ensure IHG training has been completed or is being completed by all hotel staff members for all departments.
• This position has the potential to turn into an Operations Manager/Assistant General Manager position and put you on a great path to be a General Manager within 6-12 months.

Guest Experience:

• Interact with guests and individuals outside the hotel, including, but not limited to, current and potential clients, owning company representatives, community leaders, government officials, travel industry representatives, suppliers, competitors and other members of the local community.
• Create ways to upsell or boost IHG member recognition with the help of management
• Develop and maintain strong guest relationships to ensure IHG Guest loyalty
• Ensure all elite member guests have had their special requests 
• Manage guest profile information and facilitate all necessary actions to enable personalized service
• Perform front desk tasks, such as room blocking, reservations, check-in, check-out, billing, and payment.
• Ensure the highest level of guest satisfaction by providing quality guest services and amenities.
• Assist Front Office Staff in enrolling guests into our IHG Rewards Program

Responsible Business:

• Ensure a safe and secure environment for guests, team members, and hotel assets in compliance with management company policies and procedures and regulatory requirements. Maintain relations with outside contacts.
• Act as a public relations representative to raise awareness of hotel and brand in the local community. Drive team member involvement in community organizations, activities and businesses.
• Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel's carbon footprint.
• Anticipate and address guest issues and establish proactive processes to promote guest satisfaction; forward extreme situations to upper management
• Respond to guest complaints as they arise and relay any significant issues to management
• Ensure that our CLC accounts are checked in through the CLC website, rates are correct, and that routing has been properly set up
• Respond to guest reviews and messages through our extranet system to ensure excellent response times
• Perform other duties as assigned by General Manager, AGM, or Operations Manager.
• Must be comfortable working independently at times
• May also serve as the manager on duty.

Qualifications

Experience & Education:

• High school/GED diploma required
• Two (2) years customer service management or supervisory required
• Three (3) years of hotel supervisory experience preferred
• Minimum of 4 years of experience in hotel operations preferred
• Firm understanding of IHG Rewards program is a PLUS!!!
• Must have a valid drivers license for the applicable state.
• Demonstrated knowledge in a broad range of fields including hotel operations, financial, marketing, employee and guest relations, maintenance, front desk, and housekeeping standards.
• Bi-Lingual Skills a Plus!

Employee Benefits

• Competitive pay structure and incentives!
• Great Health/Vision/Dental Benefits after 30 days
• 401(k) with match
• Full dedicated staff with hands-on management
• A fun & energetic work environment
• Leadership Development
• IHG Employee room rates and discounts
• Second Language differential pay
• A new, modern, and beautiful hotel
• Genesis Fitness Club Employee Discount
• A plethora of career advancement opportunities available to qualified candidates

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace

Physical:

• 8 hours per day; stand and walk frequently throughout the workday
• Reach, bend, stoop, kneel, and pivot frequently through workday
• Lift, lower, push, pull, and maneuver up to 25 pounds occasionally

Anant Hospitality is an Equal Opportunity Employer and does not discriminate against any individual based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors prohibited by applicable law.

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