Assistant Mgr Front Office (193502)

Guest Experience & Service Excellence

• Ensure all guests receive a warm, professional, and memorable arrival, stay, and departure experience.
• Maintain high levels of guest satisfaction by promptly addressing guest concerns, requests, and service recovery situations.
• Actively engage with VIPs, IHG One Rewards members, airline crews, corporate guests, and long-stay guests.
• Monitor guest feedback, online reviews, and guest satisfaction scores, implementing improvement plans where necessary.
• Ensure compliance with Crowne Plaza and IHG brand service standards.

Front Office Operations

• Assist in the management of all Front Office functions including:
  • Front Desk
  • Guest Relations
  • Concierge Services
  • Bell Services
  • Airport Representative and Transportation Coordination
  • Club Lounge operations (if applicable)
• Ensure smooth shift operations and effective communication between shifts.
• Support room inventory management, room allocation, and occupancy optimization.
• Monitor daily arrivals, departures, group movements, and special requests.
• Ensure proper handling of cash, billing, foreign currency transactions, and guest accounts.

Team Leadership

• Supervise, coach, motivate, and develop Front Office colleagues.
• Conduct daily briefings and shift handovers.
• Assist in recruitment, onboarding, training, and performance management activities.
• Foster a culture of teamwork, accountability, and guest-centric service.
• Ensure colleagues maintain grooming, appearance, and behavioral standards.

Revenue & Financial Performance

• Support upselling initiatives to maximize room revenue and guest experience.
• Monitor room upgrades, paid upgrades, and ancillary revenue opportunities.
• Assist in controlling departmental expenses and payroll productivity.
• Ensure accurate financial procedures and audit compliance.

Quality Assurance & Compliance

• Ensure compliance with IHG policies, hotel SOPs, and local regulations.
• Support hotel quality audits, brand assessments, and internal inspections.
• Maintain safety, security, and emergency preparedness standards.
• Ensure data privacy and confidentiality of guest information.

Coordination & Communication

• Liaise closely with Housekeeping, Reservations, Sales & Marketing, Food & Beverage, Engineering, Security, and Finance departments.
• Participate in operational meetings and contribute to continuous improvement initiatives.
• Assist in managing group arrivals, VIP events, and special hotel activities.

Administrative Responsibilities

• Prepare operational reports and shift summaries.
• Monitor colleague schedules, attendance, leave, and manpower requirements.
• Assist in maintaining departmental records, training files, and performance documentation.
• Support budgeting and forecasting activities as required.

Key Performance Indicators (KPIs)

• Guest Satisfaction (GSS/Guest Love Scores)
• Loyalty Enrollment and Recognition Performance
• Front Office Upselling Revenue
• Check-in and Check-out Efficiency
• Service Recovery Effectiveness
• Employee Engagement Scores
• Training Completion and Compliance
• Audit and Brand Compliance Results
• Payroll Productivity
• Guest Complaint Resolution Time

Qualifications & Experience

Education

• Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or a related field.

Experience

• Minimum 4–6 years of Front Office experience in an international branded hotel.
• At least 2 years in a supervisory or leadership role within Front Office operations.
• Pre-opening experience will be considered an advantage.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Strong guest service and problem-solving mindset.
• Sound knowledge of Front Office systems (Opera PMS preferred).
• Revenue awareness and commercial acumen.
• Ability to work under pressure and manage multiple priorities.
• Strong organizational and decision-making skills.
• Proficiency in Microsoft Office applications.