Assistant Front Office Manager - Holiday Inn Express Hyderabad Hitec City

Key Responsibilities

1. Front Office Operations

• Assist in managing day-to-day front desk operations including reception, guest services, reservations coordination, and night audit.

• Ensure smooth check-in and check-out processes.

• Monitor room allocation, occupancy levels, and rate management.

• Ensure compliance with Holiday Inn Express brand standards and SOPs.

• Coordinate closely with Housekeeping, Maintenance, and Sales departments.

2. Guest Experience & Service Excellence

• Maintain high guest satisfaction scores (GSS).

• Resolve guest complaints and service recovery situations promptly.

• Ensure proper handling of IHG One Rewards members and elite guests.

• Promote brand loyalty programs and upselling opportunities.

3. Team Leadership & Supervision

• Supervise and guide Front Desk Associates and Guest Service Agents.

• Prepare duty rosters and manage shift operations.

• Conduct daily briefings and training sessions.

• Assist in performance evaluations and staff development.

4. Revenue & Financial Control

• Monitor room revenue, upselling, and walk-in business.

• Ensure proper cash handling and billing accuracy.

• Control rebates, refunds, and allowances as per policy.

• Support in preparing monthly revenue reports.

5. Brand Compliance & Audit

• Ensure adherence to IHG brand audit requirements.

• Maintain proper documentation and guest records.

• Ensure data privacy and security compliance.

• Support internal and external audits.

6. Safety & Security

• Ensure safety and emergency procedures are followed.

• Handle emergency situations calmly and effectively.

• Maintain coordination with security team.

Key Skills & Competencies

• Strong leadership and decision-making ability

• Excellent communication and interpersonal skills

• Guest-focused attitude

• Knowledge of PMS systems (preferably Opera)

• Revenue awareness and upselling skills

• Problem-solving and conflict resolution skills

• Understanding of IHG systems and standards