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).