Assistant Manager Front Office - InterContinental Washington D.C - The Wharf

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

A luxurious hotel destination at The Wharf on D.C.’s Waterfront, the InterContinental Washington D.C. – The Wharf in the reimagined Wharf neighborhood brings sophistication to its contemporary style. Perfectly placed on the beautiful Potomac River, InterContinental Washington D.C. – The Wharf enjoys the most incredible waterfront views of D.C. Steps away from America’s political epicenter, the hotel embraces guests with an exquisitely curated resort destination that reignites the river’s edge and a captivating sanctuary in the center of The Wharf neighborhood, paying homage to the maritime and industrial-working heritage of its setting.  Featuring a relaxing seasonal rooftop pool with striking Potomac River views and the indulging full-service spa, The Spa at The Wharf, modern luxury, culture, and a rich history combine in the Wharf neighborhood to create a perfect atmosphere for guests and locals alike.

JOB OVERVIEW

Under the guidance and direction of the Front Office Manager (FOM) and/or Guest Relations Manager, and within the limits of established InterContinental Hotels Group policies and procedures, the Assistant Manager – Front Office, provides supportive functional assistance to all departments, and acts as a key communication link with guests.

DUTIES AND RESPONSIBILITIES

•   Ensures that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
•   Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
•   Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts.  Adjust schedules throughout the week to meet the business demands.
•   Monitors safe-deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.  Handle guest reports on theft from safe deposit boxes according to hotel procedures.
•   Controls and analyzes, on an on-going basis, departmental costs to ensure performance against budget.

•   Assists the Front Office/Guest Relations Manager in the Communication of expectations to the Associates through:
- Departmental Orientation
- Job Description & Task List by Classification
- The Designated Trainer Program
- Development of Associates
- Monthly Departmental Meetings
- Conflict Resolution/Progressive Corrective Action
- Pre Service Meetings
•   Manages and directs the Front Office, including Front Desk & Concierge, VIP Desk, The Club, Bell/Door and Valet Parking and Instant service Centre.
•   Provide leadership to Front Office in absence of Front Office /Guest Relations Manager.
•   Reviews weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet the business demands.
•   Attend pre-shift briefing with staff and review all information pertinent to the day's business.
•   Monitors performance of all Front Office staff in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel
•   Works closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
•   Communicates to the Front Office/Guest Relations Manager all information likely to be of interest to them such as the expected arrival and departure of VIP’s and all other pertinent information.

•   Reacts to situations to ensure guests receive prompt attention and personal recognition through out the hotel.
•   Ensures that all V.I.P.'s are pre-registered according to standards.
•   Responds to guest needs and resolves related problems.
•   Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of department