Director of Front Office

JOB OVERVIEW

Direct the activities of the Front Office areas to ensure the achievement of established quality and guest service

standards and departmental revenue and profit goals. Adhere to governmental regulations concerning hotel

emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies

and procedures. Deliver a guest experience that is unique and brings the brand to life.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which

means we need you to:

• Be charming by being approachable, having confidence and showing respect.

• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership

of getting things done.

• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that

make people feel special.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor

budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory

management.

• 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.

PEOPLE:

• Direct day-to-day staffing requirements, plan and assign work, and establish performance and development

goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and

improve team member performance.

• Educate and train team members in compliance with brand standards, service behaviors, and governmental

regulations. Ensure staff has the tools, training, and equipment to carry out job duties.

• Promote teamwork and quality service through daily communication and coordination with other departments.

• Recommend and/or initiate salary, disciplinary, or other

 

GUEST EXPERIENCE:

• 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.

• Communicate to appropriate departments all pertinent information related to the expected arrival and

departure of VIPs and other key guests, or other special guest needs.

RESPONSIBLE BUSINESS:

• Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements

are met.

• Act as a 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.

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

ACCOUNTABILITY

This is the top Rooms Division job in a large full-service, luxury, resort, or major flagship hotel with an extensive

range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests.

Directly and indirectly supervises a large number of Front Office and Housekeeping employees.

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree / higher education qualification / equivalent in Hotel Administration or Business Administration

and four years of guest service/hotel experience with two years in a management capacity, or an equivalent

combination of education and experience. Must speak local language(s). Other languages preferred.

 

 

The statements in this job description are intended to describe the essential nature and level of work

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