Front Office Manager

What Is The Job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Manager you’ll deliver this through managing all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Your Day To Day

• Manage day-to-day staffing needs, plan and assign work schedules, and establish performance and development goals for team members.
• Provide mentoring, coaching, and regular feedback to improve team member performance and ensure alignment with hotel standards.
• Educate and train team members in compliance with federal, state, and local laws and safety regulations.
• Ensure staff are well-trained on systems, security protocols, service delivery, and quality standards.
• Foster a positive and collaborative team environment that promotes teamwork, morale, and professional growth.
• Lead by example in delivering exceptional guest service and maintaining a professional at all times.
• Ensure the Front Office team provides exceptional service, professional attention, and personal recognition to guests.
• Greet guests upon arrival, actively engage with them during their stay, and ensure they feel valued.
• Handle guest complaints promptly, solicit feedback, and implement strategies for continuous improvement in guest satisfaction.
• Oversee the handling of VIP guests, IHG members, and repeat guests to ensure personalized and memorable experiences.
• Develop and maintain a database of guest preferences to drive loyalty and satisfaction.
• Conduct routine inspections of the front office, lobby, and public areas to ensure cleanliness, functionality, and adherence to brand standards.
• Supervise and coordinate the night audit function, ensuring the preparation of accurate daily financial reports.
• Ensure accurate room inventory management and compliance with booking policies.
• Monitor daily operations and address any system or procedural challenges that arise.
• Train team members on procedures, ensuring efficient communication during routine and emergency situations.
• Serve as the Manager on Duty (MOD) when required, handling operational and guest-related issues during shifts.
• Assist in the preparation of the annual departmental operating budget and financial plans.
• Monitor and control labor costs, expenses, and operational budgets to align with revenue goals.
• Drive incremental revenue through upselling, walk-in room sales
• Check billing instructions, guest credit, and compliance with hotel credit policies, ensuring secure handling of all transactions.
• Track and analyze performance metrics such as Guest Feedback and identify opportunities for improvement.
• Promote teamwork and quality service through effective communication and coordination with other departments.
• Develop and maintain strong relationships other departments to ensure seamless guest service.
• Actively participate in departmental and inter-departmental meetings to align on goals, challenges, and initiatives.
• Ensure adherence to IHG guidelines and policies, particularly regarding credit, safety, and guest relations.
• Maintain knowledge of property safety, first aid, fire, and emergency procedures, and ensure staff are trained to respond appropriately.
• Maintain high standards of conduct, dress, hygiene, uniforms, appearance, and posture for all Front Office staff.
• Stay informed about local and international travel trends, competitive landscapes, and guests preferences.
• Perform other duties as assigned by senior management, contributing to the success of the overall hotel operation.

What We Need From You

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration.
• 4 years of Front Office/Guest Service experience including management experience.
• Friendly and great knowledge about IHG brand and F&B outlet/ foods.
• Having self-transportation is an advantage.
• Communication skills are utilized a significant amount of time when interacting with clients and the guests.
• Basic calculation skills are used frequently.