Front Office Manager at InterContinental Chiang Mai The Mae Ping

Operational Management:

• Manage day-to-day front office operations, including reception, concierge, guest services, and bell desk.
• Ensure smooth check-in/check-out procedures, room assignments, and guest inquiries.
• Oversee staffing levels and schedules to ensure adequate coverage during peak times.
• Ensure adherence to IHG brand standards, operational policies, and procedures.

Guest Experience:

• Champion the guest experience by anticipating needs and ensuring personalized service.
• Resolve guest complaints and concerns promptly and professionally, ensuring guest satisfaction.
• Regularly review guest feedback, implementing action plans to improve service quality.
• Promote and manage IHG Rewards Club programs to enhance guest loyalty.

Team Leadership & Development:

• Lead, train, and mentor front office team members, encouraging a culture of continuous improvement.
• Conduct regular performance evaluations, provide constructive feedback, and support employee development.
• Ensure team adherence to safety, hygiene, and guest service protocols.
• Foster a positive working environment, promoting teamwork, collaboration, and excellence.

Financial Management:

• Manage departmental budgets, controlling costs while maximizing revenue opportunities.
• Monitor daily financial performance, including room rates, upselling opportunities, and ancillary services.
• Participate in forecasting, budgeting, and financial planning for the department.
• Ensure accurate billing, credit policies, and cash handling procedures.

Collaboration & Communication:

• Work closely with other departments (Housekeeping, Sales & Marketing, Engineering, Food & Beverage) to ensure seamless guest services.
• Liaise with management on guest satisfaction, operational challenges, and departmental progress.
• Maintain effective communication with the team to ensure consistent standards and service excellence.

Compliance & Standards:

• Ensure compliance with all hotel policies, standards, and IHG brand requirements.
• Maintain awareness of local regulations, safety standards, and emergency procedures.
• Implement and enforce policies related to health and safety, data privacy, and security.