Job Description

What This Role Delivers to the Hotels

• Consistent arrival and departure experience across all properties, reducing variability and complaints.
• Higher Guest Satisfaction Scores through speed, accuracy, and warm service.
• Increased front desk revenue performance via structured upselling and rate integrity.
• Improved staffing productivity and cost control aligned to occupancy patterns.
• Stronger Front Office leadership bench, reduced dependency on individual hotels.
• Improved audit and mystery audit results through standardization and coaching.

Your day to day

At Holiday Inn Express, we’re all about travel that’s simple AND smart. That means we offer more to our guests where it matters most. Easy check-in? Check. All the essentials in a comfy room? They’re all included with a great night’s sleep. We’re focused on getting our guests more than ready. So we’re always ready. Are you?

People

• Lead day-to-day Front Office operations across the portfolio: set service standards, optimize staffing models, and align workforce with occupancy trends.
• Coach and Develop Front Office Managers and team members to HIEX brand standards.
• Deliver training programs including SOP refreshers, guest handling, and service excellence.
• Drive a collaborative “one team” culture across all properties.
• Manage talent pipelines including trainees and cross-property resource allocation.

Financial

• Build and manage the Front Office budget, aligning cost per occupied room (CPOR) with targets.
• Optimize room revenue through upselling, walk-in conversions, and effective inventory management.
• Monitor payroll costs and productivity ratios across properties.
• Track KPIs such as RevPAR contribution, upsell revenue, and guest satisfaction scores.
• Implement corrective action plans to improve performance metrics.

Guest Experience

• Ensure seamless check-in/check-out experiences across all hotels.
• Maintain high standards of lobby presentation, cleanliness, and functionality.
• Monitor guest feedback (Guest Love/Heartbeat, OTA reviews) and drive service improvements.
• Handle escalations and ensure timely resolution of guest concerns.
• Promote brand hallmarks: speed, simplicity, and efficiency in service delivery.

Responsible Business

• Ensure compliance with brand standards, audit requirements, and safety protocols.
• Maintain data security and guest privacy standards.
• Drive sustainability initiatives within Front Office operations (paperless check-in, energy awareness, etc.).
• Ensure adherence to statutory and regulatory requirements.

What we need from you

• Bachelor’s degree in Hotel Management, Business, or related field.
• 10-12+ years of Front Office experience with multi-property or cluster exposure preferred.
• Strong knowledge of Front Office systems (PMS), reservations, and revenue basics.
• Proven track record in improving guest satisfaction scores and operational efficiency.
• Strong leadership, stakeholder management, and coaching skills.
• Ability to travel across properties and work flexible hours.

Accountabilities

• Consistent delivery of Front Office service standards across all properties.
• Improvement in guest satisfaction related to arrival/departure experience.
• Compliance with auditing ,mystery auditing, safety, and operational standards.
• Achievement of financial targets including CPOR and upselling revenue.

How do I deliver this?

Deliver True Hospitality through:

• True Attitude – caring and making a positive difference
• True Confidence – knowledge and expertise in your role
• True Listening – understanding guest needs
• True Responsiveness – timely and thoughtful service

What we offer
5-day work week
On-duty meals
Medical insurance & ESIC (as applicable)
Learning & development opportunities
Employee stay and F&B discount across IHG hotels (as applicable)
Global Internal transfer mobility within IHG (optional, subject to eligibility & NOC)