Front Office Manager

Our guests' memorable experiences have to start somewhere. So why not with you? As Front Office Manager, you'll lead the team responsible for creating exceptional first impressions and ensuring every guest enjoys a seamless journey from arrival through to departure. From managing reception, reservations and concierge services to leading a passionate team, you'll create a welcoming environment where every guest feels valued and every stay begins and ends on a high note.

Every day is different, but you'll primarily be responsible for:

• Deliver exceptional guest experiences by ensuring the Front Office team provides professional, personalised and attentive service.

• Ensure every guest receives a warm welcome, is recognised throughout their stay and leaves with a positive lasting impression.

• Resolve guest concerns promptly, actively seek guest feedback and use insights to continuously improve guest satisfaction.

• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

• Lead by example and create a culture where colleagues feel empowered, recognised and inspired to deliver True Hospitality for Good.

• 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.  

• Conduct performance and development reviews, identify talent and support succession planning.

• 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.

• 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.

• Drive revenue performance by maximising room occupancy, increasing ADR through effective upselling and optimising front office opportunities.

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.

• Ensure the team is prepared to respond effectively during emergency and crisis situations, acting as a central communication point when required.

• Develop and maintain relationships with local fire, police, and emergency personnel.

• Perform other duties as assigned. May also serve as manager on duty.

What We need from you:

• Bachelor's degree (or equivalent) in Hotel Management, Business Administration or a related discipline

• Minimum 5 years' Front office experience, including at least 2 years in a leadership role.

• Previous Night Manager experience will be highly regarded.

• Advanced knowledge or Opera Property Management System and experience using integrated channel management systems.

• Demonstrated experience managing and responding to guest feedback across multiple channels, including guest surveys and social media review platforms.

• Excellent written and verbal communication skills.

• Professional presentation and grooming standards, with pride in wearing your uniform.

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

 Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing  framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  

 So, join us and you’ll become part of our ever-growing global family.