Assistant Front Office Manager - The Willard Intercontinental Washington

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.
Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

The Willard InterContinental Washington, DC is one of the most iconic hotels in the Nation’s Capital. Since 1818, the Willard InterContinental Hotel has played host to the world’s social and political elite. Often referred to as the ‘Residence of Presidents’, The Willard has welcomed U.S. presidents, foreign dignitaries and celebrities, as well as has been the site of many historic moments in U.S. history. Located in the heart of the nation's capital on Pennsylvania Avenue, the Willard continues to be the hotel of choice for heads of state and leaders of the world's business, cultural, social and political sectors. The hotel's 335 well-appointed large guestrooms include 41 elegant suites. Dining options consist of the Cafe du Parc, a popular French bistro with seasonal outdoor seating, traditional Afternoon Tea in Peacock Alley, the classic Round Robin Bar and Private In-Room Dining. There is over 20,000 square feet of Conference and Banquet space and the hotel hosts events ranging from intimate meetings to luxurious weddings. The Willard InterContinental combines heritage, sustainability and luxury with contemporary comfort and the latest technology.

Under the guidance and direction of the Director of Front Office and/or Guest Relations Manager, the Assistant Front Office Manager provides supportive functional assistance to all departments, and acts as a key communication link with our guests.

Your day to day

• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental associates.
• 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.
• Provides leadership to Front Office in absence of Front Office /Guest Relations Manager.
• Ensures that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Communicates fire, emergency and health and safety procedures in conformance with the laws having jurisdiction.
• 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.
• Ensures that all V.I.P.'s are pre-registered according to standards.
• Monitors the hotel front entrance and resolve any congested situations.
• 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.
• Assists the Front Office/Guest Relations Manager in the Communication of expectations to the Associates.
• 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
• Controls and analyzes, on an on-going basis, departmental costs to ensure performance against budget.
• Manages and directs the Front Office, including Front Desk & Concierge, VIP Desk, The Club, Bell/Door and Valet Parking and Instant service Centre.
• Attends pre-shift briefing with staff and review all information pertinent to the day's business.
• Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts. Adjust schedules throughout the week to meet the business demands.
• Reacts to situations to ensure guests receive prompt attention and personal recognition through out the hotel.
• Works closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Responds to guest needs and resolves related problems.
• Monitors the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

What we need from you

Essential:

• Two (2) years experience as Assistant Manager - Front Office in a 4 or 5 star hotel.
• University Degree minimum of Bachelor Degree level or equivalent relevant educational experience.
• Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.
• Ability to provide legible written communication to a high standard.
• Five (5) years experience in Front Office of a 4 or 5 star hotel.
• Familiarity with yield management and cost controls.
• Proven success with employee relations’ skills and ability to implement and maintain standards.

This job requires ability to perform the following:

• Prioritize and organize work assignments and delegate work.
• Forecast accurately
• Direct performance of staff and follow up with corrections where needed.
• Enforce hotel's standards, policies and procedures with Front Office Associates

Other:

• Input and access information into on site computer systems Basic mathematical skills are used occasionally.
• Focus and attention to details

What we offer

We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training.
Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.

Not Applicable for Colorado Applicants

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.

Apply

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.