Assistant Front Office Manager

1. Front Office Operations:

• Manage and oversee the daily Front Desk Operation, ensuring smooth and efficient check-in, check-out, room assignment, cashiering, guest requests and other front office services.
• Ensure adequate staffing and deployment at the Front Desk.
• Monitor daily operational activities and ensure compliance with hotel, brand and IHG Standards.
• Coordinate closely with Housekeeping, Engineering, Security, Reservations, Sales, Revenue and other departments to ensure rooms and services are ready to meet guest expectations.
• Monitor queue management and lobby flow, particularly during peak periods.
• Ensure proper cash handling, shift reconciliation and adherence to Front office financial controls.
• Take charge of Front Office operations in the absence of the Front Office Manager

2. Concierge Operations

• Oversee daily Concierge operations and ensure guests receive prompt, knowledgeable and personalized assistance.
• Ensure the Concierge team maintains updated information on local attractions, restaurants, transportation, shopping, entertainment, medical facilities, business establishments and other points of interest.
• Coordinate guest requests for transportation, limousine services, tours, restaurant reservations, spa services, florists, couriers, tickets, mail services and other external services.
• Develop opportunities to generate additional revenue through upselling and sales of Concierge services, transportation, tours and other guest services.

3. Hotel Experience Champion

• Champion the hotel's guest experience standards and ensure consistent delivery throughout the guest journey.
• Monitor the guest feedback, guest satisfaction scores, online reviews, guest comments and service recovery cases to identify trends and opportunities for improvement.
• Ensure guest concerns are addressed promptly and effectively, with appropriate ownership and follow-through.
• Record and monitor guest issues through the appropriate guest response/guest tracking system.
• Lead by example in demonstrating the Holiday Inn service culture and expected behaviors.
• Conduct or support regular guest experience walks/inspection tours covering appearance, cleanliness, safety, security, maintenance and service readiness.
• Escalate recurring or significant guest experience issues to the Front Office Manager and relevant HODs.

4. People Leadership & Development

• Manage day-to-day staffing requirements, including scheduling, deployment and allocation of team members based on business levels.
• Plan and assign work to ensure adequate operational coverage across Front Desk and Concierge.
• Establish clear performance expectations and support team members in achieving department goals.
• Address performance issues promptly and appropriately, in coordination with the Front Office Manager and Human Resources.
• Ensure all team members receive proper training.
• Conduct regular briefings and departmental communication to ensure alignment on arrivals, VIPS, groups, events, guest requests and operational priorities.
• Assist in interviewing and selecting new team members with the appropriate skills and service mindset.

5. Guest Experience & Service Recovery

• Respond appropriately and professionally to guest complaints, concerns and special requests.
• Take ownership of guest issues and ensure appropriate resolution within established authority.
• Apply service recovery appropriately to delight guests while maintaining cost discipline.
• Maintain professional relationships with guests while ensuring appropriate boundaries and confidentiality.

6. Financial & Revenue Responsibilities

• Support the Front Office Manager in controlling departmental operating expenses.
• Manage Service Recovery expenses responsibly and ensure appropriate documentation and approval.
• Ensure proper handling of cash, credit card transactions, deposits and other financial transactions.
• Support accurate completion of daily Front Office financial reports and documentation.

7. Communication & Cross-Departmental Coordination

• Maintain close communication with Housekeeping, Engineering, Security, Reservations, Sales, Revenue, F&B and other operational departments.
• Communicate important guest information appropriately while protecting guest privacy.
• Ensure shift handovers are complete, accurate and actionable.
• Support hotel-wide initiatives and projects that impact the guest journey.

8. Responsible Business, Safety & Security

• Demonstrate the highest standards of ethical behavior, guest discretion, privacy and confidentiality.
• Ensure all guest information is handled in accordance with hotel policies and applicable privacy requirements.
• Be fully aware of and comply with hotel Responsible Business, loss prevention, security and safety policies.
• Understand and implement emergency procedures.
• Conduct or participate in regular safety and security inspections.
• Report hazards, incidents and security concerns promptly.
• Ensure Front Office and Concierge teams follow established key control, access control, cash security and information security procedures.

9. Operational Leadership & Continuous Improvement

• Maintain strong operational presence and leadership during peak periods.
• Support implementation of new systems, procedures, technology and brand initiatives.
• Participate in hotel inspections, audits and quality assurance activities.
• Support the Front Office Manager in achieving departmental KPIs and hotel business objectives.

KEY PERFORMANCE:

• Guest Satisfaction/Guest Love scores.
• Guest complaint resolution and service recovery effectiveness.
• Online guest review performance.
• Loyalty recognition and enrollment performance
• Front Desk and Concierge service standards.
• Room upgrade and upselling conversion
• Ancillary revenue contribution
• Front Office Operating expenses.
• Cashiering and financial control compliance.
• Training completion and team competency
• Employee engagement and performance
• Staffing efficiency and productivity
• Audit and brand compliance
• Guest request response and resolution time
• Departmental action plan completion

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration or related field

• Minimum 3-5 years of Front Office/Guest Service experience in a hotel environment, with supervisory or management experience preferred

• Previous experience in an international hotel brand is an advantage 

• Strong working knowledge of Front Desk and hotel operating systems

• Experience in guest relations, service recovery and team leadership

• Guest-centric leadership

• Strong communication and interpersonal skills

• People coaching and development

• Problem solving and decision making

• Conflict management

• Service recovery

• Operational organization and attention to detail

• Commercial awareness and upselling ability

• Financial discipline

• Cross-functional collaboration

• Crisis management

• Professionalism and integrity

• Strong local destination knowledge

• Ability to remain calm and effective under pressure