Key Responsibilities
Guest Service & Operations
- Ensure all guests receive prompt, courteous, and professional service at all times.
- Assist in managing daily Front Office operations including:
- Reception
- Guest Relations
- Telephone Operations
- Night Audit coordination
- Handle guest complaints and resolve issues effectively to maintain guest satisfaction.
- Ensure smooth check-in and check-out procedures as per brand standards.
- Maintain high levels of cleanliness, grooming, and presentation within the Front Office area.
- Monitor guest feedback and implement corrective actions when required.
Team Management
- Supervise Front Office colleagues during shifts.
- Assist in training, coaching, and motivating team members.
- Conduct shift briefings and communicate operational updates.
- Ensure proper staff scheduling and manpower planning.
- Support performance management and employee engagement activities.
Administrative Responsibilities
- Ensure all reports, records, and cash handling procedures are maintained accurately.
- Monitor room inventory, room status, and room allocations.
- Coordinate with Housekeeping and Maintenance departments for smooth operations.
- Assist in preparing departmental reports and operational analysis.
- Ensure compliance with hotel policies, SOPs, and IHG brand standards.
Financial Responsibilities
- Support in achieving departmental revenue targets.
- Monitor upselling opportunities and encourage the team to maximize room revenue.
- Control operational costs and minimize wastage.
- Ensure accuracy in billing, cashiering, and financial transactions.
Health, Safety & Compliance
- Ensure adherence to health, hygiene, and safety standards.
- Follow emergency procedures and hotel security policies.
- Maintain confidentiality of guest and hotel information.
Required Qualifications
- Bachelor's degree or Diploma in Hotel Management or Hospitality Management.
- Minimum 3–5 years of experience in Front Office operations.
- Previous supervisory experience preferred.
- Experience with hotel PMS systems (Opera preferred).
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