This role is about taking ownership of delivering exceptional first impressions for guests, managing everything from registration and reservations to porter and concierge services. The Assistant Front Office Manager oversees daily Front Desk and Concierge operations, ensuring smooth and efficient service delivery and compliance with hotel standards. This position involves significant leadership in championing guest experience and developing team members.
Responsibilities
Manage and oversee the daily Front Desk Operation, ensuring smooth and efficient check-in, check-out, room assignment, cashiering, guest requests, and other front office services
Ensure adequate staffing and deployment at the Front Desk
Monitor daily operational activities and ensure compliance with hotel, brand, and IHG Standards
Coordinate closely with Housekeeping, Engineering, Security, Reservations, Sales, Revenue, and other departments to ensure rooms and services are ready to meet guest expectations
Monitor queue management and lobby flow, particularly during peak periods
Ensure proper cash handling, shift reconciliation, and adherence to Front Office financial controls
Take charge of Front Office operations in the absence of the Front Office Manager
Oversee daily Concierge operations and ensure guests receive prompt, knowledgeable, and personalized assistance
Ensure the Concierge team maintains updated information on local attractions, restaurants, transportation, shopping, entertainment, medical facilities, business establishments, and other points of interest
Coordinate guest requests for transportation, limousine services, tours, restaurant reservations, spa services, florists, couriers, tickets, mail services, and other external services
Develop opportunities to generate additional revenue through upselling and sales of Concierge services, transportation, tours, and other guest services
Champion the hotel's guest experience standards and ensure consistent delivery throughout the guest journey
Monitor guest feedback, guest satisfaction scores, online reviews, guest comments, and service recovery cases to identify trends and opportunities for improvement
Ensure guest concerns are addressed promptly and effectively, with appropriate ownership and follow-through
Record and monitor guest issues through the appropriate guest response/guest tracking system
Lead by example in demonstrating the Holiday Inn service culture and expected behaviors
Conduct or support regular guest experience walks/inspection tours covering appearance, cleanliness, safety, security, maintenance, and service readiness
Escalate recurring or significant guest experience issues to the Front Office Manager and relevant HODs
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Manage day-to-day staffing requirements, including scheduling, deployment, and allocation of team members based on business levels
Plan and assign work to ensure adequate operational coverage across Front Desk and Concierge
Establish clear performance expectations and support team members in achieving department goals
Address performance issues promptly and appropriately, in coordination with the Front Office Manager and Human Resources
Ensure all team members receive proper training
Conduct regular briefings and departmental communication to ensure alignment on arrivals, VIPs, groups, events, guest requests, and operational priorities
Assist in interviewing and selecting new team members with the appropriate skills and service mindset
Respond appropriately and professionally to guest complaints, concerns, and special requests
Take ownership of guest issues and ensure appropriate resolution within established authority
Apply service recovery appropriately to delight guests while maintaining cost discipline
Maintain professional relationships with guests while ensuring appropriate boundaries and confidentiality
Support the Front Office Manager in controlling departmental operating expenses
Manage Service Recovery expenses responsibly and ensure appropriate documentation and approval
Ensure proper handling of cash, credit card transactions, deposits, and other financial transactions
Support accurate completion of daily Front Office financial reports and documentation
Maintain close communication with Housekeeping, Engineering, Security, Reservations, Sales, Revenue, F&B, and other operational departments
Communicate important guest information appropriately while protecting guest privacy
Ensure shift handovers are complete, accurate, and actionable
Support hotel-wide initiatives and projects that impact the guest journey
Demonstrate the highest standards of ethical behavior, guest discretion, privacy, and confidentiality
Ensure all guest information is handled in accordance with hotel policies and applicable privacy requirements
Be fully aware of and comply with hotel Responsible Business, loss prevention, security, and safety policies
Understand and implement emergency procedures
Conduct or participate in regular safety and security inspections
Report hazards, incidents, and security concerns promptly
Ensure Front Office and Concierge teams follow established key control, access control, cash security, and information security procedures
Maintain strong operational presence and leadership during peak periods
Support implementation of new systems, procedures, technology, and brand initiatives
Participate in hotel inspections, audits, and quality assurance activities
Support the Front Office Manager in achieving departmental KPIs and hotel business objectives
Requirements
Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration or related field
Minimum 3-5 years of Front Office/Guest Service experience in a hotel environment
Strong working knowledge of Front Desk and hotel operating systems
Experience in guest relations, service recovery, and team leadership
Guest-centric leadership
Strong communication and interpersonal skills
People coaching and development
Problem solving and decision making
Conflict management
Service recovery
Operational organization and attention to detail
Commercial awareness and upselling ability
Financial discipline
Cross-functional collaboration
Crisis management
Professionalism and integrity
Strong local destination knowledge
Ability to remain calm and effective under pressure
Nice to have:
Supervisory or management experience
Previous experience in an international hotel brand
Benefits
Full uniform
Impressive room discounts
Training
About the Company
IHG Hotels & Resorts is a global family that promotes a culture of trust, support, and acceptance, welcoming different backgrounds, experiences, and perspectives. The company is committed to supporting wellbeing through its myWellbeing framework.
With a family of 19 hotel brands and IHG One Rewards, one of the world's largest hotel loyalty programmes, IHG has over 6,300 open hotels in more than 100 countries, and a development pipeline of over 2,000 properties.
Luxury & Lifestyle: Six Senses Hotels Resorts Spas, Regent Hotels & Resorts, InterContinental Hotels & Resorts, Vignette Collection, Kimpton Hotels & Restaurants, Hotel Indigo
Premium: voco hotels, HUALUXE Hotels & Resorts, Crowne Plaza Hotels & Resorts, EVEN Hotels
Essentials: Holiday Inn Express, Holiday Inn Hotels & Resorts, Garner hotels, avid hotels
Suites: Atwell Suites, Staybridge Suites, Holiday Inn Club Vacations, Candlewood Suites
Exclusive Partners: Iberostar Beachfront Resorts
InterContinental Hotels Group PLC is the Group's holding company and is incorporated and registered in England and Wales.
