At InterContinental Hotels Group, we own, operate and franchise more than 3500 hotels, offering close to half a million guest rooms in over 100 countries. By bringing your expertise and passion to any one of our brands, you will help us achieve our vision: to be the most preferred, admired and successful hotel company the world over.
The Intercontinental Boston currently has a position available as Night Manager. This role is charged with overseeing the hotel operations for the night shift to ensure guest service standards are met and that hotel assets are secured and protected.
DUTIES AND RESPONSIBILITIES:
Manage operations of the hotel. Conduct periodic walk-through of each department. Tour public areas and grounds to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.
Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time.
Ensure all staff is properly trained on systems, security, credit and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines 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. Develop actions plans to correct any deficiencies.
Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Priority Club enrollments, Ambassador enrollments, etc.
Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy
Ensure procedures are followed for security of monies, credit and financial transactions, and guest security. May serve as "manager on duty" as required. Perform other duties as assigned.
Some college and three years guest service/hotel experience, or an equivalent combination of education and/or experience. Must have full knowledge of the guest service/night function and some supervisory training/experience preferred. Ability to travel to attend workshops, conferences, etc.
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training .
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
Problem solving, reasoning, motivating, organizational and training abilities are used often.
This is a fully overnight role.
Will be required to work nights, weekends, and/or holidays.
Do you have what it takes to be a leader in the world's most global hotel company? If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.
Front Office Management
AMER_North Amer-United States-MA-Boston
We are one of the world’s leading hotel companies. You’ll know our hotel brands. They are some of the best known and most...