Job Description

People

• Manage day-to-day staffing needs, plan and assign work, and establish performance and development goals for team members.
• Provide mentoring, coaching, and regular feedback to improve team member performance.
• Educate and train team members in compliance with federal, state, and local laws and safety regulations.
• Ensure staff are properly trained and have the tools and equipment required to perform their duties effectively.
• Ensure the Front Office team is fully trained on hotel systems, security procedures, service standards, and quality expectations.

Guest Experience

• Ensure the Front Office team consistently delivers exceptional service, professional attention, and personalized guest recognition.
• Welcome and engage with guests upon arrival to create a positive first impression.
• Respond promptly and professionally to guest complaints, seek guest feedback, and build strong relationships to drive continuous improvement in guest satisfaction.
• Conduct routine inspections of the Front Office and public areas, taking immediate corrective action to address any deficiencies.

Financial

• Assist in preparing the annual departmental operating budget and financial plans.
• Monitor departmental budgets and control labour costs and operating expenses.
• Support rate strategy implementation, inventory management, and revenue-building initiatives.
• Oversee the night audit function and ensure the timely preparation of daily financial reports.
• Develop initiatives to increase occupancy and Average Daily Rate (ADR) through walk-ins, room upgrades, and upselling at the Front Desk.

Responsible Business

• Verify billing instructions and guest credit to ensure compliance with hotel credit policies.
• Ensure all financial transactions are processed accurately and securely.
• Train team members on PBX procedures and communication protocols.
• Serve as the central communication point during emergency and crisis situations.
• Develop and maintain strong relationships with local fire, police, and emergency services.
• Perform other duties as assigned and serve as Manager on Duty (MOD) when required.

Accountability

This position is the senior-most Front Office role and may report to the Director of Rooms in a large luxury or resort hotel. The role typically oversees and supervises:

• Front Desk Operations
• Guest Services
• Reservations
• PBX (Telephone Operations)
• Bell Desk / Porter Services
• Shuttle Services (where applicable)

What We Need From You

Qualifications

• Bachelor's degree or higher qualification (or equivalent) in Hotel Management, Business Administration, or a related field.
• Minimum of 3 years of Front Office or Guest Services experience, including supervisory or management experience.

Skills

• Excellent communication and leadership skills.
• Fluent spoken and written English.
• Knowledge of additional languages is preferred.
• Strong customer service, problem-solving, and decision-making abilities.
• Proficiency in hotel property management systems (PMS) and Microsoft Office applications.

About IHG Hotels & Resorts

Join us and become part of the global IHG Hotels & Resorts family. Like every family, we succeed by trusting and supporting one another, doing the right thing, and welcoming diverse perspectives.

We're looking for individuals who genuinely care—those who notice the little things that make a meaningful difference to our guests and are always looking for ways to improve.

Visit https://careers.ihg.com to learn more about careers with IHG Hotels & Resorts.

Equal Opportunity Employer

IHG Hotels & Resorts is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status, or any other characteristic protected by applicable law.