Assistant Front Office Manager
IHG · Philippines
DUTIES AND RESPONSIBILITIES
Front Office Operations
- Assist in managing the day-to-day operations of the Front Office, ensuring smooth and efficient service delivery.
- Supervise Front Desk, Concierge, Guest Services, Bell Services, Telephone, and other Front Office functions.
- Monitor room availability, occupancy, arrivals, departures, VIP guests, and special requests.
- Ensure adherence to Front Office Standard Operating Procedures (SOPs) and IHG brand standards.
Guest Experience
- Ensure all guests receive courteous, personalized, and professional service throughout their stay.
- Handle guest complaints, service recovery, and special requests promptly and effectively.
- Monitor guest feedback and implement actions to improve guest satisfaction and loyalty.
- Support initiatives that enhance guest experience and achieve departmental service goals.
Leadership & Team Development
- Supervise, coach, and motivate Front Office colleagues to maintain high performance standards.
- Assist in recruitment, onboarding, training, scheduling, and performance evaluations.
- Conduct daily briefings and communicate operational priorities to the team.
- Promote teamwork, engagement, and a positive working environment.
Financial & Administrative Responsibilities
- Assist in monitoring departmental budgets, productivity, labor costs, and operating expenses.
- Ensure compliance with cash handling procedures, billing accuracy, and financial controls.
- Prepare operational reports, shift reports, and performance summaries.
- Support inventory control of Front Office supplies and equipment.
Safety, Security & Compliance
- Ensure compliance with hotel safety procedures, emergency response protocols, and security standards.
- Maintain confidentiality of guest information and hotel records.
- Ensure compliance with local regulations, hotel policies, and IHG operational standards.
Cross-Department Coordination
- Coordinate closely with Housekeeping, Engineering, Food & Beverage, Sales, Security, and other departments to ensure seamless guest service.
- Support special events, group arrivals, VIP visits, and operational activities requiring interdepartmental coordination.
QUALIFICATIONS
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum 3–5 years of Front Office experience, including at least 1–2 years in a supervisory or leadership role.
- Strong knowledge of Front Office operations, guest relations, and hotel systems.
- Excellent leadership, communication, and problem-solving skills.
- Proficiency in Microsoft Office and hotel property management systems (PMS).
- Ability to work flexible shifts, including weekends, holidays, and overnight operations when required.
COMPETENCIES
- Leadership & People Management
- Guest Service Excellence
- Operational Management
- Communication & Interpersonal Skills
- Decision Making & Problem Solving
- Conflict Resolution
- Financial Awareness
- Planning & Organization
- Team Collaboration