data-start="163" data-end="176">
role="text">
People
data-end="742">
data-end="300">Manage day-to-day staffing needs, plan and assign work,
and establish performance and development goals for team members.
data-section-id="2ffn3k" data-start="301" data-end="388">Provide mentoring,
coaching, and regular feedback to improve team member performance.
data-section-id="146bknt" data-start="389" data-end="495">Educate and train team
members in compliance with federal, state, and local laws and safety
regulations.
data-end="610">Ensure staff are properly trained and have the tools
and equipment required to perform their duties effectively.
data-section-id="17ifs9v" data-start="611" data-end="742">Ensure the Front
Office team is fully trained on hotel systems, security procedures, service
standards, and quality expectations.
data-section-id="l1tqx7" data-start="749" data-end="772">
role="text">
Guest
Experience
data-section-id="slac6u" data-start="773" data-end="906">Ensure the Front Office
team consistently delivers exceptional service, professional attention,
and personalized guest recognition.
data-start="907" data-end="991">Welcome and engage with guests upon arrival
to create a positive first impression.
data-start="992" data-end="1157">Respond promptly and professionally to guest
complaints, seek guest feedback, and build strong relationships to drive
continuous improvement in guest satisfaction.
data-start="1158" data-end="1289">Conduct routine inspections of the Front
Office and public areas, taking immediate corrective action to address any
deficiencies.
data-start="1296" data-end="1312">
data-end="1312">Financial
data-end="1808">
data-end="1396">Assist in preparing the annual departmental operating budget
and financial plans.
data-end="1476">Monitor departmental budgets and control labour costs
and operating expenses.
data-end="1572">Support rate strategy implementation, inventory management,
and revenue-building initiatives.
data-start="1573" data-end="1669">Oversee the night audit function and ensure
the timely preparation of daily financial reports.
data-section-id="1biq2cu" data-start="1670" data-end="1808">Develop initiatives
to increase occupancy and Average Daily Rate (ADR) through walk-ins, room
upgrades, and upselling at the Front Desk.
data-section-id="a4fobr" data-start="1815" data-end="1842">
role="text">
Responsible
Business
data-section-id="16uy6fc" data-start="1843" data-end="1938">Verify billing
instructions and guest credit to ensure compliance with hotel credit
policies.
data-end="2013">Ensure all financial transactions are processed accurately
and securely.
data-end="2081">Train team members on PBX procedures and communication
protocols.
data-end="2164">Serve as the central communication point during emergency
and crisis situations.
data-end="2257">Develop and maintain strong relationships with local fire,
police, and emergency services.
data-start="2258" data-end="2342">Perform other duties as assigned and serve
as Manager on Duty (MOD) when required.
data-section-id="11bmeue" data-start="2349" data-end="2370">
role="text">
data-end="2370">Accountability
data-end="2540">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:
data-section-id="10t2zg6" data-start="2541" data-end="2564">Front Desk
Operations
data-end="2581">Guest Services
data-start="2582" data-end="2596">Reservations
data-start="2597" data-end="2625">PBX (Telephone Operations)
data-section-id="v24521" data-start="2626" data-end="2655">Bell Desk / Porter
Services
data-end="2693">Shuttle Services (where applicable)
data-section-id="1hh0syp" data-start="2700" data-end="2727">
role="text">
What We Need
From You
data-end="2751">
data-end="2751">Qualifications
data-end="2996">
data-end="2877">Bachelor's degree or higher qualification (or equivalent)
in Hotel Management, Business Administration, or a related field.
data-section-id="17ox8q7" data-start="2878" data-end="2996">Minimum of
data-start="2891" data-end="2947">3 years of Front Office or Guest Services
experience, including supervisory or management
experience.
data-end="3012">
data-end="3012">Skills
data-end="3315">
data-end="3061">Excellent communication and leadership skills.
data-section-id="v8t9f8" data-start="3062" data-end="3098">Fluent spoken
and written English.
data-end="3148">Knowledge of additional languages is preferred.
data-section-id="19o1lp5" data-start="3149" data-end="3223">Strong customer
service, problem-solving, and decision-making abilities.
data-section-id="1fixttl" data-start="3224" data-end="3315">Proficiency in hotel
property management systems (PMS) and Microsoft Office
applications.
data-end="3354">
data-end="3354">About IHG Hotels & Resorts
data-start="3356" data-end="3555">Join us and become part of the global
data-start="3394" data-end="3418">IHG Hotels & Resorts family. Like
every family, we succeed by trusting and supporting one another, doing the right
thing, and welcoming diverse perspectives.
data-end="3732">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.
data-end="3822">Visit
data-end="3765" rel="noopener" target="_new">
data-end="3767">https://careers.ihg.com to learn more about
careers with IHG Hotels & Resorts.
data-start="3829" data-end="3861">
data-end="3861">Equal Opportunity Employer
data-start="3863" data-end="4246">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.
