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IHG Hotels & Resorts logo

Front Office Manager

3 - 8 years

5 - 10 Lacs

amritsar

Posted:1 day ago| Platform: Naukri logo

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Skills Required

hospitality front office staffing hotel management billing wellness mice labour http auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

What is the job

As Front Office Manager, you will lead the front office operations to deliver seamless guest experiences, from arrival to departure. This role includes overseeing reception, concierge, guest relations, and night operations, ensuring service excellence and adherence to brand standards. You will play a key role in driving guest satisfaction, managing team performance, and collaborating with other departments to ensure smooth daily operations.
We re looking for a guest-focused, energetic leader with strong communication skills, a passion for hospitality, and proven experience in front office management.

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 is properly trained and has the tools and equipment to carry out job duties
  • Ensure your team are properly trained on systems, security, service and quality standards
Guest Experience
  • Ensure your front office team delivers a great service, professional attention and personal recognition
  • Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
  • Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
Financial
  • Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
  • Oversee night audit function and preparation of daily financial reports
  • Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
Responsible Business
  • Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
  • Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
  • Perform other duties as assigned. May also serve as manager on duty
Accountability
This job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee a team

What we need from you
  • Bachelor s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including management experience
  • Must speak fluent English
  • Other languages preferred

How do I deliver this

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

  • True Attitude:

    being caring, wanting to make a positive difference, and building genuine connections with guests

  • True Confidence

    : having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

  • True Listening

    : focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

  • True Responsiveness

    : is about providing guests with what they need, and doing so in a timely and caring manner

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