Assistant General Manager - InterContinental Indianapolis

About IHG and the InterContinental Indianapolis

InterContinental Indianapolis brings refined luxury to Indy’s iconic Monument Circle. We’re looking for the right team to shape its future.  The landmarked Illinois Building showcases a $110 M restoration to feature 170 Modern Guestrooms, 17 Luxurious Suites, Serliana Café and Astrea Rooftop Bar with stunning views of Monument Circle. 

This will be a masterclass in #Hospitality; an invitation for you to pursue your passion for service and inspire incredible things for our guests, our team members and yourself. 

Explore our very own InterContinental® Hotels & Resorts – a truly international brand. Discover a modern, globally-focused culture where world travelers feel at home. Live the InterContinental life. You’ll find us in beautifully restored buildings and many exciting new developments. With 60 properties in the pipeline, our extraordinary world is set to expand.

We cultivate engaging environments for our colleagues and guests by enlivening our IHG Core Values:

• Do the right thing
• Show we care
• Aim higher
• Celebrate difference
• Work better together

At IHG we promise to give colleagues:

• Room to Belong: Enable
• Room to Grow: Enrich
• Room to Make a Difference:  Empower

The InterContinental creates exceptional experiences through our Brand Values by being:

• Thoughtful
• Cultured
• Remarkable

The pillars of our InterContinental brand culture lay the foundation for inspiring incredible experiences:

• We Invite Discovery
• We Embrace Empowerment
• We Champion Possibility

 

Role Purpose

As Assistant General Manager you’ll support operational departments in their day to day functionality of the hotel.  Your role will be to ensure a memorable guest experience is delivered and departmental revenue and profit goals are met - always following safety and compliance requirements and local policies and procedures. 

Key Accountabilities

People 

• Direct everyday activity, plan and assign work work ensuring you always have the right staffing numbers    
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance  
• Train colleagues to make sure they hit hotel revenue goals to the standards we expect and have the tools they need to work effectively  
• Recommend or initiate any HR elated actions where needed   
• Drive a great working environment for teams to thrive - connect departments to create sense of one team   
• Interact with outside contacts: guests, vendors, and other contacts as needed  
• Develop and maintain great working relationships with key clients and outside contacts to increase revenue  

Financial 

• Oversee night audit function and preparation of daily financial reports.  
• Prepare and submit statistical, performance, and forecast analyses and reports as required.  
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control 
• Use company systems and processes to maximize revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk  
• Hit all personal/team sales goals and maximize profitability  
• Help prepare the departmental budget and financial plans including the hotel marketing plan

Guest Experience

• Provide guests with information (example: loyalty programs, area attractions, restaurants, facility information) to enhance their experience  
• Schedule conventions and/or business group activities at the hotel and coordinate with other hotel-level departments to facilitate services agreed upon by the sales office and prospective clients  
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups and other key guests  
• Lead marketing efforts to up sell guests on hotel services, offerings, and amenities  
• Ensure front office staff provides guests with prompt service, professional attention and personal recognition  
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.   
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies  
• Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals  <