Front Office Manager

Every day is different, but you will mostly be:

• Manage and coach the Front Office team to deliver memorable guest experiences and the warmest of welcomes.
• Lead the day-to-day Front Office operation and ensure consistent service standards.
• Manage front desk colleagues across relevant Front Office specialisms.
• Prepare duty rosters based on business levels and operational requirements.
• Conduct daily briefings and shift handovers.
• Set clear performance expectations and provide regular coaching and feedback.
• Recognise and reward good performance and create a positive team environment.

• Engage with guests to build personal relationships and create memorable experiences.
• Take ownership of guest concerns and complaints and ensure effective service recovery.
• Ensure guests receive a warm and professional welcome.
• Anticipate guest needs and respond promptly to requests.
• Build relationships with repeat guests and IHG One Rewards members.
• Monitor guest feedback and identify opportunities to improve service.
• Ensure guest preferences and special requests are communicated effectively to the relevant departments.

• Conduct regular Front Office and lobby inspections to ensure the hotel is making the right first impression.
• Ensure the Front Desk, lobby and guest-facing areas are maintained to the required standards.
• Monitor colleague grooming, uniform and service standards.
• Ensure check-in and check-out processes are efficient and welcoming.
• Ensure registration procedures and guest documentation are completed accurately.
• Maintain high standards of professionalism and hospitality at all times.

• Oversee guest registration and check-in/check-out procedures.
• Monitor arrivals, departures, VIPs, groups and special requests.
• Coordinate closely with Reservations and Revenue Management.
• Ensure accurate room allocation and room inventory management.
• Monitor no-shows, cancellations, early arrivals and late departures.
• Coordinate room readiness with Housekeeping.
• Manage walk-in enquiries and reservations in accordance with hotel procedures.
• Ensure approved rates, packages and promotions are applied correctly.

• Help prepare departmental budgets and monitor operational expenses.
• Identify opportunities to drive additional revenue from walk-ins.
• Lead front desk upselling initiatives.
• Promote room upgrades, packages and other hotel services.
• Monitor Front Office revenue opportunities and performance.
• Work closely with Sales and Revenue teams to maximise hotel performance.
• Ensure discounts, complimentary rooms and upgrades are controlled as per hotel policy.

• Ensure guest billing is accurate and completed on time.
• Monitor Front Office cashiering procedures.
• Ensure correct handling of cash, credit cards and other payment methods.
• Review cashier reports and identify discrepancies.
• Coordinate with Finance on billing and payment-related issues.
• Ensure compliance with hotel financial controls.
• Monitor outstanding guest balances and settlement procedures.

• Ensure colleagues are trained on PBX and hotel communication procedures.
• Maintain effective telephone and communication standards.
• Ensure guest calls and internal communication are handled professionally.
• Coordinate with IT on PBX and telecommunication-related issues.
• Ensure emergency communication procedures are understood by the Front Office team.

• Take the lead for Front Office operations during an emergency or crisis.
• Ensure Front Office colleagues understand emergency procedures.
• Coordinate with Security, Engineering and other departments during emergencies.
• Maintain accurate guest information and occupancy records during emergencies.
• Participate in fire, evacuation and emergency drills.
• Ensure guest safety remains the highest priority during emergency situations.

• Train and coach Front Office colleagues on operational and service standards.
• Conduct regular refresher training.
• Ensure new colleagues receive appropriate induction and departmental training.
• Train team members on PMS, PBX, guest service and Front Office procedures.
• Identify development opportunities and support career progression.
• Promote cross-training and continuous learning.
• Monitor completion of mandatory IHG training.

• Promote IHG One Rewards enrolment and engagement.
• Ensure eligible members receive appropriate recognition and benefits.
• Encourage the team to personalise service for loyalty members.
• Maintain accurate member information and guest preferences.
• Support achievement of hotel loyalty programme targets.

Maintain close coordination with operational and admin departments. Ensure timely communication of room status, guest requirements, operational issues and special arrangements.

For the opening of Holiday Inn Express Goa Morjim, the Front Office Manager will be responsible for:

• Developing the Front Office opening action plan.
• Supporting Front Office manpower planning and recruitment.
• Assisting with interviews and selection of Front Office colleagues.
• Developing Front Office SOPs and checklists.
• Setting up Front Office procedures and standards.
• Coordinating PMS configuration and testing.
• Setting up room types, room inventory and rate information.
• Establishing check-in, check-out and cashiering procedures.
• Coordinating with Reservations, Revenue, Housekeeping and Finance.
• Conducting system training and operational training.
• Participating in mock operations and trial runs.
• Conducting Front Office readiness inspections.
• Ensuring all guest-facing areas are ready before opening.
• Supporting opening audits and IHG readiness requirements.

Ensure compliance with:

• IHG standards and policies
• Hotel SOPs
• Guest registration requirements
• Applicable Indian and Goa regulations
• Guest data privacy and confidentiality requirements
• Financial control procedures
• Fire and life safety requirements
• Emergency procedures
• Applicable statutory reporting requirements

Ensure all Front Office records, registers and reports are accurate and properly maintained.

• Guest satisfaction scores
• Guest complaint resolution
• Online guest review scores
• Front Office service standards
• Check-in / check-out efficiency
• Front Desk upselling revenue
• Walk-in conversion
• IHG One Rewards enrolment
• Room inventory accuracy
• Billing and cashiering accuracy
• Front Office productivity
• Training completion
• Employee engagement
• Audit and compliance performance

• Bachelors degree / higher education qualification or equivalent in Hotel Management, Hospitality Management or Business Administration.

• Minimum 3 years of Front Office / Guest Services experience, including management or supervisory experience.
• Experience in a branded hotel environment is preferred.
• Previous pre-opening experience will be an advantage.
• Experience with hotel PMS and Front Office systems is preferred.

• Fluent spoken and written English is required.
• Knowledge of additional languages will be preferred.
• Strong guest service orientation.
• Excellent communication and interpersonal skills.
• Strong leadership and coaching abilities.
• Good commercial and revenue awareness.
• Strong problem-solving and decision-making skills.
• Ability to handle complaints and difficult situations professionally.
• Ability to work under pressure.
• Proactive, responsible and team-oriented approach.
• Strong attention to detail.

The Front Office Manager is expected to demonstrate:

True Attitude - Create a warm, welcoming and caring environment for every guest and colleague.

True Confidence - Lead the Front Office team with professionalism and confidence.

True Listening - Listen carefully to guests and colleagues and understand their needs.

True Responsiveness - Take ownership and respond quickly and effectively to guest requests and concerns.

We give our people everything they need to succeed, including:

• Competitive salary and benefits
• Full uniform
• Impressive IHG colleague room discounts
• Learning and development opportunities
• Some of the best training in the hospitality business
• Career growth opportunities within IHG Hotels & Resorts
• Employee wellbeing initiatives
• Inclusive and collaborative working environment
• Opportunity to be part of the upcoming journey of Holiday Inn Express Goa Morjim

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work.

IHG Hotels & Resorts promotes a culture of trust, support and acceptance, welcoming different backgrounds, experiences and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment.

We know that to work well, we need to feel well - both inside and outside of work. Through our myWellbeing framework, we are committed to supporting colleague wellbeing across health, lifestyle and workplace.

Join Holiday Inn Express Goa Morjim and become part of our ever-growing global family.