Front Office Manager - InterContinental Suites Hotel Cleveland

Hotel: IC - Suites Hotel Cleveland (CLEHB), 8800 Euclid Avenue, 44106

Job number: 165355

As Front Office Manager you will deliver a memorable experience to guests by managing all aspects of the front office, including guest registration, porter services, business centre, telephone services, concierge services, and guest reservations. You will also create a warm atmosphere that makes guests feel at home in any location.

• Manage day-to-day staffing needs, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching, and regular feedback to improve performance.
• Educate and train team members in compliance with federal, state, and local laws and safety regulations. Ensure staff has the tools and equipment to carry out job duties.
• Ensure your team is properly trained on systems, security, service, and quality standards.

• Ensure the front office team delivers professional attention and personal recognition.
• Greet guests upon arrival and engage with them. Respond appropriately to guest complaints, solicit feedback, and build relationships to drive improvement in satisfaction.
• Conduct routine inspections of the front office and public areas and take immediate action to correct deficiencies.
• Help prepare the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses, focusing on rate strategy, building initiatives, and inventory management.
• Oversee night audit and preparation of daily financial reports.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure secure handling of all transactions.
• Train team members on PBX procedures and serve as the central communications point during emergencies. Develop and maintain relationships with local fire, police, and emergency personnel.
• Perform other duties as assigned and may serve as manager on duty.

This is the top front office role and may report to a Director of Rooms at a large luxury or resort hotel. It typically supervises front desk agents, porter/shuttle services, reservations, PBX, etc., and may oversee a team.

• Bachelor’s degree or higher education qualification in Hotel Management, Business Administration, or equivalent, plus 3 years of Front Office/Guest Service experience including management experience.
• Must speak fluent English.

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