Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $28.53 - $30.29
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and development opportunities
performance bonuses
Job Description
InterContinental Hotels & Resorts is a globally recognized luxury hotel brand with a rich history dating back to the 1940s. As the world's first and most international luxury hotel brand, InterContinental has pioneered international travel and is renowned for its cultural wisdom, exceptional service standards, and inspiring guest experiences. The brand prides itself on offering genuine hospitality, embracing diversity, and providing a richer perspective on world cultures to its guests. Working at InterContinental means becoming part of a dynamic and passionate team committed to upholding the highest standards in luxury accommodation and delivering memorable experiences in truly impressive surroundings.
This Front Office Manager role at InterContinental Hotels & Resorts offers an exciting opportunity to lead and manage front office operations within a prestigious 4-star or above hotel environment. The primary responsibility of the role is to oversee day-to-day activities of the Front Office staff to ensure efficient operations and exceptional guest service. The individual will report directly to the Director of Rooms and will act as a key liaison between the front office team, guests, and other departments to maintain seamless communication and service quality. Salary for this position ranges from $28.53 to $30.29 per hour, reflecting factors like education credentials, relevant experience, skills, and performance metrics.
The Front Office Manager plays an essential role in managing all aspects of front office functions including staff training, scheduling, and performance management, as well as enforcing security and cash handling protocols. Proactive management of the physical environment and operational standards is critical, aiming to uphold the hotel's brand image through routine inspections and maintaining cleanliness and organization of front desk and public areas.
In this leadership position, the manager must demonstrate comprehensive knowledge of hotel services, room types, rates, promotions, anticipated business volumes, and significant events including in-house group activities. Monitoring financials is integral — tracking daily revenues and expenses, reconciling accounts, and reporting against budgetary targets to optimize profitability. Operational planning includes forecasting staffing needs, preparing schedules, coordinating break times, and adapting workflows to meet fluctuating business demands.
Crucially, the Front Office Manager is responsible for fostering a positive and cooperative working environment to maximize team productivity and employee morale. This role includes conducting staff meetings, providing performance feedback, resolving disciplinary issues, and mentoring front office personnel. The manager also acts as a representative for VIP guests, ensuring top-tier personalized service, and may serve as 'manager on duty' during peak periods or as otherwise required. The ability to remain calm and professional under pressure, while effectively handling guest challenges, is essential.
The position requires a candidate capable of planning for critical situations such as sold-out scenarios, including managing room overbooking and arranging alternative accommodations as per hotel policies. This strategic foresight helps maintain guest satisfaction even during high-demand periods. The Front Office Manager is also guided by InterContinental's commitment to a safe, secure, and healthy workplace, ensuring compliance with all health and safety regulations and practices.
InterContinental encourages candidates who may not meet every qualification but believe they can excel in this role to apply, emphasizing inclusivity and potential growth within the company. Working with InterContinental Hotels & Resorts opens doors to a world of opportunities in international luxury hospitality, providing a platform for passionate professionals to develop their careers in an esteemed global environment.
This Front Office Manager role at InterContinental Hotels & Resorts offers an exciting opportunity to lead and manage front office operations within a prestigious 4-star or above hotel environment. The primary responsibility of the role is to oversee day-to-day activities of the Front Office staff to ensure efficient operations and exceptional guest service. The individual will report directly to the Director of Rooms and will act as a key liaison between the front office team, guests, and other departments to maintain seamless communication and service quality. Salary for this position ranges from $28.53 to $30.29 per hour, reflecting factors like education credentials, relevant experience, skills, and performance metrics.
The Front Office Manager plays an essential role in managing all aspects of front office functions including staff training, scheduling, and performance management, as well as enforcing security and cash handling protocols. Proactive management of the physical environment and operational standards is critical, aiming to uphold the hotel's brand image through routine inspections and maintaining cleanliness and organization of front desk and public areas.
In this leadership position, the manager must demonstrate comprehensive knowledge of hotel services, room types, rates, promotions, anticipated business volumes, and significant events including in-house group activities. Monitoring financials is integral — tracking daily revenues and expenses, reconciling accounts, and reporting against budgetary targets to optimize profitability. Operational planning includes forecasting staffing needs, preparing schedules, coordinating break times, and adapting workflows to meet fluctuating business demands.
Crucially, the Front Office Manager is responsible for fostering a positive and cooperative working environment to maximize team productivity and employee morale. This role includes conducting staff meetings, providing performance feedback, resolving disciplinary issues, and mentoring front office personnel. The manager also acts as a representative for VIP guests, ensuring top-tier personalized service, and may serve as 'manager on duty' during peak periods or as otherwise required. The ability to remain calm and professional under pressure, while effectively handling guest challenges, is essential.
The position requires a candidate capable of planning for critical situations such as sold-out scenarios, including managing room overbooking and arranging alternative accommodations as per hotel policies. This strategic foresight helps maintain guest satisfaction even during high-demand periods. The Front Office Manager is also guided by InterContinental's commitment to a safe, secure, and healthy workplace, ensuring compliance with all health and safety regulations and practices.
InterContinental encourages candidates who may not meet every qualification but believe they can excel in this role to apply, emphasizing inclusivity and potential growth within the company. Working with InterContinental Hotels & Resorts opens doors to a world of opportunities in international luxury hospitality, providing a platform for passionate professionals to develop their careers in an esteemed global environment.
Job Requirements
- Bachelor's degree or equivalent experience
- Minimum two years' front desk management experience
- Experience in luxury or upscale hotel environment preferred
- Strong communication and interpersonal skills
- Ability to manage and lead a diverse team
- Knowledge of hotel software systems and security procedures
- Ability to maintain composure under pressure
- Flexibility to work varying shifts
- Commitment to health and safety regulations
Job Qualifications
- Bachelor's degree from a four-year college or university and/or minimum of two years' experience as a Front Desk Manager in a 4-star hotel or training
- Previous experience in a 4-star or 5-star hotel preferred
- Excellent organizational skills
- Strong supervisory abilities
- High level of customer service skills
- Ability to work professionally under stress and handle challenges
Job Duties
- Assist in managing day-to-day activities of the Front Office staff
- Ensure staff are trained on systems, security, cash handling, and service standards
- Schedule and conduct routine inspections of front office and public areas
- Maintain knowledge of hotel features, room types, rates, policies, and systems
- Ensure current information on rates, packages, and promotions
- Review daily business levels and plan solutions for critical situations
- Review past occupancy and revenues, monitor expenses and resolve discrepancies
- Prepare weekly work schedules and adjust for business demands
- Ensure staff punctuality and coordinate breaks
- Assign work duties and communicate changes
- Conduct pre-shift meetings and inspect staff grooming
- Monitor check-in/check-out processes
- Manage sold-out situations and overbookings
- Monitor VIP arrivals and provide escort
- Provide staff performance feedback and handle discipline
- Foster cooperative working climate and maximize morale
- Prepare and submit payroll records
- Complete paperwork and closing duties
- Serve as manager on duty as required
- Ensure compliance with health and safety standards
- Perform other duties as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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