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
A little taste of your day-to-day:
People
• Promote teamwork and quality service through daily communication and coordination with other departments;
• Assist in supervising the front desk function. Ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.
Guest Experience
• Routinely check-in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys;
• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction;
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines;
• Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Financial
• Up-sell rooms where possible to maximize hotel revenue;
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit and counting/securing assigned bank.
Responsible Business
• Monitor Performance and recommend corrective or disciplinary action. Alert management of potentially serious issues;
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.).
What We need from you:
● Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration
● 2 years of Front Office/Guest Service experience including management experience
● Must speak fluent English
● Other languages preferred
What you can expect from us:
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing
framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you’ll become part of our ever-growing global family.
