Job Description

DUTIES AND RESPONSIBILITIES

Front Office Operations

• Assist in managing the day-to-day operations of the Front Office, ensuring smooth and efficient service delivery.
• Supervise Front Desk, Concierge, Guest Services, Bell Services, Telephone, and other Front Office functions.
• Monitor room availability, occupancy, arrivals, departures, VIP guests, and special requests.
• Ensure adherence to Front Office Standard Operating Procedures (SOPs) and IHG brand standards.

Guest Experience

• Ensure all guests receive courteous, personalized, and professional service throughout their stay.
• Handle guest complaints, service recovery, and special requests promptly and effectively.
• Monitor guest feedback and implement actions to improve guest satisfaction and loyalty.
• Support initiatives that enhance guest experience and achieve departmental service goals.

Leadership & Team Development

• Supervise, coach, and motivate Front Office colleagues to maintain high performance standards.
• Assist in recruitment, onboarding, training, scheduling, and performance evaluations.
• Conduct daily briefings and communicate operational priorities to the team.
• Promote teamwork, engagement, and a positive working environment.

Financial & Administrative Responsibilities

• Assist in monitoring departmental budgets, productivity, labor costs, and operating expenses.
• Ensure compliance with cash handling procedures, billing accuracy, and financial controls.
• Prepare operational reports, shift reports, and performance summaries.
• Support inventory control of Front Office supplies and equipment.

Safety, Security & Compliance

• Ensure compliance with hotel safety procedures, emergency response protocols, and security standards.
• Maintain confidentiality of guest information and hotel records.
• Ensure compliance with local regulations, hotel policies, and IHG operational standards.

Cross-Department Coordination

• Coordinate closely with Housekeeping, Engineering, Food & Beverage, Sales, Security, and other departments to ensure seamless guest service.
• Support special events, group arrivals, VIP visits, and operational activities requiring interdepartmental coordination.

QUALIFICATIONS

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field
• Minimum 3–5 years of Front Office experience, including at least 1–2 years in a supervisory or leadership role
• Strong knowledge of Front Office operations, guest relations, and hotel systems.
• Excellent leadership, communication, and problem-solving skills.
• Proficiency in Microsoft Office and hotel property management systems (PMS).
• Ability to work flexible shifts, including weekends, holidays, and overnight operations when required.

COMPETENCIES

• Leadership & People Management
• Guest Service Excellence
• Operational Management
• Communication & Interpersonal Skills
• Decision Making & Problem Solving
• Conflict Resolution
• Financial Awareness
• Planning & Organization
• Team Collaboration