Front Desk Night Manager InterContinental Houston

JOB OVERVIEW:

Oversee the hotel operations for the day or night shift to ensure guest service standards are met and that hotel assets are secured and protected.

At Inter Continental 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.

• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.

• Monitor performance of employees scheduled during shift and recommend and/or initiate disciplinary actions in accordance with company rules and policies. Report serious issues to respective management for follow-up.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Regulatory agencies, law enforcement or local government authorities – regarding safety and compliance matters.
  • Other contacts as needed (professional organizations, community groups, local media)

• Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business
• 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. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.

• Assist in educating employees on current safety issues to ensure compliance with all health and safety regulations. Inform management of hazardous situations, emergencies or threats to the security of guests, employees or hotel assets.
• Manage day or night operation of the hotel. Conduct periodic walk-through of each department. Tour public areas and ground to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
• May also have oversight of the security function at night
• Coordinate employee and guest evacuation/notification in event of an emergency
• Throughout shift 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. Correct any deficiencies
• Document and record all incidents involving guests or employees, or other relevant events, on the appropriate reports, e.g., Manager on Duty Report. Report any injuries to Loss Prevention in accordance with policies and procedures
• May serve as “manager on duty” as required
• Perform other duties as assigned

Represents the hotel’s management in judgement and decision making while typically in charge of hotel operations in the absence of General Manager and/or other management staff. Does not routinely perform front desk or night audit functions.

Some college and three years guest service/hotel experience, or an equivalent combination of education and/or experience. Must have full knowledge of guest service/night function and some supervisory training/experience preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Carrying or lifting items weighing up to 25 pounds.
• Frequently standing up and…