Director, Front Office - InterContinental Mark Hopkins

As a Director of Front Office, you’ll lead the front office department 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.  

Your day to day 

People  

Direct everyday activity, plan and assign 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 - recognise 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 related 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 maximise revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk   

Hit all personal/team sales goals and maximise profitability   

Help prepare the departmental budget and financial plans including the hotel marketing plan 

Guest Experience   

Provide guests with information (example: loyalty programmes, 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 analysed and that plans are developed and implemented to achieve established goals   

Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs   

Responsible Business  

Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel  

Effectively communicate and market aspects of the hotel that are sustainable or “green” and use information to gain new business opportunities  

Act as central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.    

Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.   

Ad-hoc duties – unexpected moments when we have to pull together to get a task done   

Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met.   

Perform other duties as assigned. May also serve as manager on duty.   

Accountability   

This is the top front office management position job in a large, lux