Front Office Manager (199018)

People 

• Provide strategic leadership to the Front Office team (Reception, Concierge, Night Audit), promoting a culture of service excellence, accountability, and collaboration.
• Ensure effective workforce planning, staffing levels, and scheduling to balance operational efficiency, service quality, and cost control.
• Set clear performance objectives and support the professional development of team members through regular performance reviews, coaching, and feedback.
• Ensure all team members are fully trained and compliant with brand standards, operating systems, security procedures, and quality requirements.
• Oversee training and development initiatives in accordance with applicable labour laws, health and safety regulations, ensuring a compliant and safe working environment.
• Ensure teams are equipped with the necessary tools, resources, and capabilities to deliver a consistently high-quality guest experience.

Guest Experience

• Ensure the Front Office and Uniform Service team consistently delivers exceptional, professional, and personalized service in line with InterContinental brand standards.
• Actively engage with guests throughout their stay, ensuring a warm welcome, personal recognition, and meaningful interactions.
• Oversee the effective handling of guest feedback and complaints, transforming service challenges into positive and memorable experiences.
• Monitor guest satisfaction metrics, online reputation, and direct feedback to identify trends and drive continuous improvement initiatives.
• Conduct regular inspections of Front Office and public areas, ensuring immediate corrective actions to maintain service quality and brand presentation.

Financial

• Contribute to the development of the annual departmental operating budget and financial plans, ensuring alignment with overall hotel objectives.
• Monitor and control departmental costs, including labour and operating expenses, to optimize productivity and profitability.
• Support revenue optimization through effective rate strategy execution, inventory management, and structured upselling and cross-selling initiatives at the Front Desk.
• Oversee the Night Audit function, ensuring accuracy of daily financial reports and compliance with financial controls.
• Drive key departmental KPIs, including revenue performance, upselling results, productivity, and guest satisfaction metrics.
• Analyse financial and operational performance data, preparing reports and insights to support informed management decision-making.

Responsible Business & Operational Governance 

• Ensure efficient, compliant, and secure Front Office operations, overseeing daily activities including seamless check-in and check-out processes, in line with brand standards, SOPs, and health & safety regulations.
• Take ownership of escalated guest complaints, ensuring timely, effective, and brand-aligned resolution, while empowering team members to independently resolve guest concerns within established guidelines.
• Monitor billing instructions and guest credit in compliance with hotel credit policies, ensuring all financial transactions are handled securely and accurately.
• Analyse recurring service, operational, or compliance issues and collaborate cross-functionally with Housekeeping, F&B, Maintenance, Sales, and other departments to implement sustainable corrective actions and prevent reoccurrence.
• Train and oversee team members on PBX procedures and act as a central point of communication during emergency or crisis situations.
• Develop and maintain effective working relationships with local fire, police, and emergency services to ensure preparedness and rapid response.
• Act as Manager on Duty as required, assuming overall operational responsibility for the hotel when assigned.
• Promote a culture of accountability, risk awareness, and continuous improvement across Front Office operations.

Accountability  

The Front Office Manager is accountable for leading Front Office operations in alignment with InterContinental brand standards, ensuring exceptional guest experiences, operational excellence, financial discipline, and full compliance with company policies and legal requirements. This role holds ownership for team performance and development, guest satisfaction outcomes, cost control, revenue optimization initiatives, and the effective resolution of operational and service challenges. The position is also accountable for risk management, data and financial security, cross-functional collaboration, and acting as Manager on Duty when required, contributing directly to the hotel’s overall performance, reputation, and brand integrity.