Job Description

Key Responsibilities:

Guest Experience & Operations:

Ensure a smooth, efficient, and guest-focused Front Office operation including Reception, Reservations, and Night Audit.



Monitor guest satisfaction scores and take proactive measures to enhance service quality.



Handle guest feedback and complaints promptly, maintaining professionalism and brand integrity.



Ensure Express Check-in/Check-out and other brand service hallmarks are consistently delivered.



Oversee compliance with

IHG Way of Clean

and all hygiene, health, and safety standards.

Team Management:

Lead, motivate, and train the Front Office team to deliver consistent, high-quality service.



Prepare team rosters ensuring adequate coverage and compliance with labor standards.



Conduct regular briefings and training sessions to align the team with brand and operational updates.



Foster a positive work environment that supports IHG's values and culture of True Hospitality.

Financial & Administrative:

Monitor departmental budgets, payroll, and operating costs to meet financial targets.



Manage upselling, room inventory, and revenue optimization in coordination with the Sales and Revenue teams.



Ensure accuracy in billing, cash handling, and night audit procedures.

Systems & Compliance:

Ensure efficient use of the PMS (Opera/other systems) for reservations, billing, and reporting.



Maintain compliance with brand and company audit requirements.



Support adherence to data privacy and security protocols as per IHG standards.

Qualifications & Experience:

Degree/Diploma in Hotel Management or equivalent.



Minimum 4-6 years of Front Office experience with at least 2 years in a supervisory or managerial role (preferably with an IHG or other international hotel brand).



Strong leadership, communication, and problem-solving skills.



Proficient in PMS and MS Office applications.



Ability to manage a dynamic team and handle guest situations with tact and empathy.


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.