Job Description

Front Office Operations
Supervise day-to-day front desk activities including check-in, check-out, room allocation, and billing Ensure compliance with IHG brand standards, SOPs, and service culture Monitor VIP arrivals, group check-ins, and special guest requests Ensure accurate handling of cash, billing, and night audit coordination
Guest Experience
Deliver warm, efficient, and personalized guest service at all times Handle guest complaints and service recovery professionally and promptly Build strong guest relationships to encourage repeat business and positive reviews Ensure lobby and front desk areas are clean, organized, and welcoming
Team Supervision & Training
Supervise, guide, and motivate Front Office Associates Assist in training new team members on systems, procedures, and service standards Prepare duty rosters and ensure adequate staffing levels Conduct daily briefings and ensure effective communication
Coordination & Administration
Coordinate closely with Housekeeping, Engineering, Sales, and Security teams Maintain accurate guest records in PMS (Opera or similar) Assist in upselling rooms, IHG One Rewards enrollment, and promotions Prepare reports as required by management
Safety & Compliance
Ensure adherence to hotel safety, security, and emergency procedures Maintain confidentiality of guest and hotel information
Qualifications & Skills Education
Graduate or Diploma in Hotel Management or related field preferred
Experience
1-3 years of experience in Front Office operations, preferably in a branded hotel Prior supervisory experience is an advantage
Skills & Competencies
Strong communication and interpersonal skills Excellent guest-handling and problem-solving abilities Knowledge of PMS (Opera preferred) Leadership and team management skills Ability to work flexible shifts, including nights and holidays Professional grooming and positive attitude

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