About IHG
IHG Hotels & Resorts is one of the world's leading hospitality companies, with a portfolio of well-loved hotel brands. At IHG, we believe in
True Hospitality for Good, creating meaningful connections and memorable experiences for our guests and colleagues every day.
About The Role
The Front Office Manager plays a key role in shaping the guest journey from arrival to departure. At Holiday Inn Express, we focus on
simple, smart travel, delivering what matters most to guestscomfort, efficiency, and friendly service. This role leads front office operations while building a warm, welcoming environment for guests and colleagues alike.
Key Responsibilities
Front Office Operations
- Manage all front office functions including guest registration, reservations, telephone services, concierge support, and night audit
- Ensure smooth, efficient check-in and check-out processes
- Maintain high standards of cleanliness, safety, and presentation in front office and public areas
Guest Experience
- Ensure guests are warmly welcomed and personally engaged
- Handle guest feedback and complaints professionally, ensuring timely resolution
- Build strong guest relationships to enhance satisfaction and loyalty
- Monitor guest satisfaction scores and implement improvement actions
People & Leadership
- Lead, coach, and develop the front office team
- Support daily staffing, duty allocation, and performance management
- Ensure team members are trained in IHG brand standards, systems, and safety procedures
- Promote a positive, inclusive team culture aligned with IHG values
Financial & Administrative
- Support preparation and control of departmental budgets
- Monitor labour costs and operational expenses
- Drive revenue through upselling, walk-ins, and inventory management
- Oversee night audit and daily financial reporting
Qualifications & Experience
- Degree or Diploma in Hospitality Management or related field
- 57 years of front office or guest services experience, with at least 2-3 years in a supervisory or assistant manager role
- Strong communication skills in English (additional languages preferred)
- Working knowledge of Oasis PMS, IHG Concerto, and Microsoft Office
- Experience with guest feedback systems such as Medallia is an advantage
Living the IHG Values
At IHG, we succeed by living our core service skills:
- True Attitude Caring, positive, and guest-focused
- True Confidence Knowledgeable, professional, and reliable
- True Listening Understanding guest needs beyond words
- True Responsiveness Timely, thoughtful, and effective service
What We Offer
- Competitive salary and benefits
- IHG room & F&B discounts worldwide
- 8 Week off
- Duty Meal
- Excellent learning and development opportunities
- A chance to grow your career with a global hospitality leader
IHG is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.
