Assistant Director of Front Office - IC New York Barclay

ABOUT US

InterContinental Hotels & Resorts has delighted luxury travelers since 1946, the world’s first truly international luxury hotel brand, serving as a meeting place for heads of state, a setting for world-changing speeches, and the impetus for some of the most famous love stories of all time. Synonymous with bold exploration, cultural discovery and the worldliness that travel brings, every stay will take your imagination to places you’d never expect.

The future of luxury travel starts here. If you’re ambitious and inspired by the world of luxury, a visionary ready to push boundaries, passionate about teamwork and a sense of community, this is the time to become a part of IHG Hotels & Resorts. 

An icon of refined Manhattan elegance since 1926, the InterContinental New York Barclay re-opened in 2016, following an extensive renovation as the city’s luxury hotel of choice. Located off Park Avenue in Midtown East, there’s something magical about a Barclay room or suite. Each of the 704 bedrooms with 32 suites are spacious, light and elegantly furnished, complete with many thoughtful luxurious touches. While every room is unique, all share the distinctive Barclay blend of comfort and glamour. Located just steps away From Park Avenue's hustle and bustle, you'll find New York's perfect intimate hideaway, The Parlour, paying tribute to the hotel's 1920's origin. We aim beyond the obvious, turning our attention to thoughtful touches and signature moments. For world-class service and details that truly delight. 

The possibilities don’t end with us. Did you know that at IHG Hotels & Resorts, we have the second largest portfolio of luxury and lifestyle hotels in the industry? That’s a lot of hotels to pair with truly talented team members! 

We’re always on the lookout for General Managers who can lead a team of diverse, unique and extraordinary people to shape our ever-evolving luxury and lifestyle offering across five visionary brands – in over 100 countries around the world.

Lead a new era of Luxury & Lifestyle. 

JOB OVERVIEW:

Assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.  Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absence.

 DUTIES AND RESPONSIBILITIES:

• 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.
• 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. 
• 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.
• 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
• Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations. 
• 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:
  • Guests – to ensure their total satisfaction
  • Regulatory agencies – regarding safety and emergency matters
  • Other contacts as needed (professional organizations, community groups, local media) 
• May serve as “manager on duty” as required.
• Perform other duties as assigned including assisting staff with their job functions during peak periods.

ACCOUNTABILITY:

This job is the second in command in Front Office operations in a large full-service, luxury, resort