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IHG

Assistant Front Office Manager

London
Posted about 14 hours ago
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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.

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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.

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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
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Skills

Front Office Operations
Guest Relations
Leadership
Problem Solving
Property Management Systems (PMS)
Microsoft Office
Conflict Resolution
Financial Awareness
Team Collaboration
Operational Management
People Management
Communication Skills

Location

London, England, United Kingdom

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