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Mgr, Front Office, BU (E)

Posted May 11, 2022

Crowne Plaza Englewood
Englewood, NJ
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About This Job

REPORTS TO: General Manager

ESSENTIAL JOB FUNCTIONS:

  • Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
  • Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
  • Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
  • Supervise the Guest Service Agents.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
  • Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
  • Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

MINIMUM REQUIREMENT:

  • Customer Service skills.
  • 2+ years in a Front Office supervisory position
  • Knowledge of IHG systems and Brand standards is a plus!

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even

disposition. Maintain a professional appearance and manner at all times. Can

communicate well with guests. Must be willing to “pitch-in” and help co- workers with

their job duties and be a team player. Requires the exercise of considerable managerial

skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts

of vendors, analytical ability and the planning, organization development and coordination

of large scale work projects. Ability to effectively deal with internal and external

customers, some of whom will require high levels of patience, tact and diplomacy to

defuse anger and collect accurate information and resolve conflicts. Complex

mathematical skills and considerable skill in the use of a calculator to prepare complex

mathematical calculations without error, i.e. budgets, forecasting. Ability to be mobile for

significant distances between and within buildings on the property. Ability to observe

performance and detect signs of emergency situations and respond with proper action.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Crowne Plaza Englewood

401 S. Van Brunt Street
Englewood, NJ 07631-4610

(201) 871-2020

194 Room Hotel

www.ihg.com

Our Hotel

We’re located near companies Unilever, Staples, LG Electronics and CNBC, and just minutes away from Columbia Presbyterian and Englewood hospitals. For the finest business hotel New Jersey has to offer, choose Crowne Plaza.Our newly Renovated Crowne Plaza Englewood offers easy access to popular area attractions and LaGuardia, Newark, Kennedy and Teterboro airports. Our hotel in Englewood, New Jersey, has every amenity a guest would need for a seamless business or leisure trip, from free Wi-Fi to a complimentary shuttle. If visitors are looking for the best event space in northern New Jersey, we provide nearly 5,000 square feet of flexible function space perfect for gatherings of up to 275.