Assistant Front Office Manager

The Assistant Front Office Manager supports the Front Office Manager in leading the Front Office team to deliver exceptional guest experiences in line with IHG Brand Standards, Crowne Plaza Brand Service, and IHG Heartbeat Guest Satisfaction metrics. This role ensures efficient day-to-day front office operations, strong guest engagement, team performance, and effective recognition of IHG One Rewards members.

YOUR DAY-TO-DAY:

• Assist in managing daily Front Office operations, including Front Desk, Guest Services, Bell Services, and Concierge.
• Ensure smooth arrival and departure experiences, maintaining high service standards at all times.
• Monitor room inventory, upselling opportunities, and revenue optimization in coordination with Revenue and Housekeeping.
• Handle guest concerns and service recovery professionally, ensuring timely resolution and guest satisfaction.
• Act as Manager on Duty when required.
• Consistently deliver services aligned with Crowne Plaza brand standards and True Hospitality for Good.
• Drive Heartbeat Guest Satisfaction Score (GSS) improvement through proactive guest engagement and follow-up.
• Ensure personalized recognition and benefits delivery for IHG One Rewards members, including Elite tiers.
• Promote guest feedback and support effective post-stay follow-up actions.
• Support recruitment, onboarding, training, and performance management of Front Office colleagues.
• Coach and motivate the team to achieve service excellence and operational targets.
• Ensure colleague compliance with grooming standards, SOPs, and IHG policies.
• Foster a positive, inclusive, and performance-driven team culture.
• Support cash handling, billing accuracy, night audit coordination, and compliance with financial controls.
• Assist in preparing schedules, managing payroll accuracy, and controlling departmental costs.
• Ensure proper use of Opera PMS and other IHG systems.
• Ensure adherence to hotel safety, security, and emergency procedures.
• Maintain compliance with local regulations, IHG policies, and internal audit requirements.

WHAT WE NEED FROM YOU:

• Bachelor’s degree or diploma in Hospitality Management or related field preferred.
• Minimum 3–5 years of Front Office experience in a branded hotel, with at least 1–2 years in a supervisory or assistant managerial role.
• Experience within IHG or an international hotel brand is an advantage.
• Strong knowledge of Opera PMS and IHG systems.
• Strong leadership and interpersonal skills.
• Guest-focused mindset with excellent problem-solving abilities.
• Ability to work under pressure in a fast-paced environment.
• Excellent communication skills in English; Arabic is an advantage.
• Strong organizational and multitasking capabilities.
• Results-oriented with attention to detail and service quality.

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 differences 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, colour, 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 well-being framework, we are committed to supporting well-being in your health, lifestyle, and workplace.

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