Front Office Manager

Job description

A Little Taste of Your Day-to-Day Every day is different, but you will mostly be: Front Office Leadership • Manage and coach the Front Office team to deliver memorable guest experiences and the warmest of welcomes. • Lead the day-to-day Front Office operation and ensure consistent service standards. • Manage front desk colleagues across relevant Front Office specialisms. • Prepare duty rosters based on business levels and operational requirements. • Conduct daily briefings and shift handovers. • Set clear performance expectations and provide regular coaching and feedback. • Recognise and reward good performance and create a positive team environment. Guest Experience • Engage with guests to build personal relationships and create memorable experiences. • Take ownership of guest concerns and complaints and ensure effective service recovery. • Ensure guests receive a warm and professional welcome. • Anticipate guest needs and respond promptly to requests. • Build relationships with repeat guests and IHG One Rewards members. • Monitor guest feedback and identify opportunities to improve service. • Ensure guest preferences and special requests are communicated effectively to the relevant departments. First Impressions & Front Office Standards • Conduct regular Front Office and lobby inspections to ensure the hotel is making the right first impression. • Ensure the Front Desk, lobby and guest-facing areas are maintained to the required standards. • Monitor colleague grooming, uniform and service standards. • Ensure check-in and check-out processes are efficient and welcoming. • Ensure registration procedures and guest documentation are completed accurately. • Maintain high standards of professionalism and hospitality at all times. Registration & Reservations • Oversee guest registration and check-in/check-out procedures. • Monitor arrivals, departures, VIPs, groups and special requests. • Coordinate closely with Reservations and Revenue Management. • Ensure accurate room allocation and room inventory management. • Monitor no-shows, cancellations, early arrivals and late departures. • Coordinate room readiness with Housekeeping. • Manage walk-in enquiries and reservations in accordance with hotel procedures. • Ensure approved rates, packages and promotions are applied correctly. Revenue Generation & Upselling • Help prepare departmental budgets and monitor operational expenses. • Identify opportunities to drive additional revenue from walk-ins. • Lead front desk upselling initiatives. • Promote room upgrades, packages and other hotel services. • Monitor Front Office revenue opportunities and performance. • Work closely with Sales and Revenue teams to maximise hotel performance. • Ensure discounts, complimentary rooms and upgrades are controlled as per hotel policy. Guest Accounts & Cashiering • Ensure guest billing is accurate and completed on time. • Monitor Front Office cashiering procedures. • Ensure correct handling of cash, credit cards and other payment methods. • Review cashier reports and identify discrepancies. • Coordinate with Finance on billing and payment-related issues. • Ensure compliance with hotel financial controls. • Monitor outstanding guest balances and settlement procedures. PBX & Communication Services • Ensure colleagues are trained on PBX and hotel communication procedures. • Maintain effective telephone and communication standards. • Ensure guest calls and internal communication are handled professionally. • Coordinate with IT on PBX and telecommunication-related issues. • Ensure emergency communication procedures are understood by the Front Office team. Emergency & Crisis Management • Take the lead for Front Office operations during an emergency or crisis. • Ensure Front Office colleagues understand emergency procedures. • Coordinate with Security, Engineering and other departments during emergencies. • Maintain accurate guest information and occupancy records during emergencies. • Participate in fire, evacuation and emergency drills. • Ensure guest safety remains the highest priority during emergency situations. Team Training & Development • Train and coach Front Office colleagues on operational and service standards. • Conduct regular refresher training. • Ensure new colleagues receive appropriate induction and departmental training. • Train team members on PMS, PBX, guest service and Front Office procedures. • Identify development opportunities and support career progression. • Promote cross-training and continuous learning. • Monitor completion of mandatory IHG training. IHG One Rewards • Promote IHG One Rewards enrolment and engagement. • Ensure eligible members receive appropriate recognition and benefits. • Encourage the team to personalise service for loyalty members. • Maintain accurate member information and guest preferences. • Support achievement of hotel loyalty programme targets. Coordination With Other Departments Maintain close coordination with operational and admin departments. Ensure timely communication of room status, guest requirements, operational issues and special arrangements. Responsibilities For the opening of Holiday Inn Express Goa Morjim , the Front Office Manager will be responsible for: • Developing the Front Office opening action plan. • Supporting Front Office manpower planning and recruitment. • Assisting with interviews and selection of Front Office colleagues. • Developing Front Office SOPs and checklists. • Setting up Front Office procedures and standards. • Coordinating PMS configuration and testing. • Setting up room types, room inventory and rate information. • Establishing check-in, check-out and cashiering procedures. • Coordinating with Reservations, Revenue, Housekeeping and Finance. • Conducting system training and operational training. • Participating in mock operations and trial runs. • Conducting Fron