Front Desk Shift Manager

Your Day to Day

Responsible for providing supportive functional assistance to Front Office as well as other departments; interacting with guests and other stakeholders within the property.

Accountable for maintaining efficient and seamless operations in Front Office, as well as supporting other operational departments when necessary. Acting as Manager on Duty in the hotel during specific time periods (including late evening, night, and early morning). May be required to work overnight shifts, acting as Night Manager, when needed.

Additional responsibilities:

Develop systems that measure the cost effectiveness of the department, by introducing tracking procedures that enable effective control of the running costs of the department

Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out

Manage financial transactions within hotel policies and procedures

Analyze and approve discounts and rebates.

Ensure front line colleagues comply with selling strategy techniques and revenue maximization

Responsible to drive the Front Office team in achieving the monthly upselling, Ambassador and IHG Rewards enrollment targets

Effectively manage staffing costs by preparing efficient work schedules for function in line with legal requirements

Work within the company’s HR regulations to ensure the departmental performance of staff is productive

Respond to, log and follow up with all guest queries and complaints, ensuring that they are resolved; resulting in optimum guest satisfaction. Analyze guests complaint patterns and implement preventive action plans in liaison with other operational departments

Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel

Be prepared and equipped to meet the diverse cultural needs of guests from around the world

Effectively manage overbooking situations, and carry-out book-outs as necessary following the guidelines as directed by Director of Front Office in liaison with Revenue and Sales department

Monitors HeartBeat results, secret shopper audits and implements action plans to improve results

Ensure maximum team involvement in the HeartBeat program in order to obtain higher results

Ensures VIPs, Ambassadors and IHG Rewards guests receive special recognition and personalized attention

Assists Reception and Guest Relations during busy times. Supporting the operations to ensure optimal guest experience

Checks billing instructions and monitors guest credit

Along with Front Office leadership, meet and greet guests as needed

Perform tasks as directed by the Manager in pursuit of the achievement of business goals

What We Need From You

Bachelor’s degree/higher education qualification/equivalent in Hotel Management/Business Administration or 3 years of Front Office/Guest Service experience including management experience.

Must speak fluent English; Other language preferred.

This job requires ability to perform the following:

Communication skills; demonstrate ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company

Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training

Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently

Problem solving, reasoning, motivating, organizational and training abilities are used often

May be required to work during nights, weekends, and/or holidays

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

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.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.