Luxury Front Office Leader – Guest Experience & Ops

IHG Hotels & Resorts; Ras Al Khaimah; On-site; AED 167,000 - 234,000; Full time

Benefits offered by this job

Full uniform

Room discounts

Industry-leading training

Job summary

IHG Hotels & Resorts seeks an Assistant Front Office Manager to support day-to-day operations and uphold luxury service standards at InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa. You will partner with the Front Office Manager to create a warm, refined arrival experience and lead a team committed to True Hospitality.

You will engage guests across the lobby, coach colleagues, and drive timely resolutions while maintaining high service levels and collaboration with other departments.

Qualifications

• Experience in Front Office or Guest Services within a luxury hotel or resort environment.
• Assistant management experience with strong Front Office operations knowledge.
• Hands-on leader who engages with guests and colleagues.
• Strong guest recovery, problem-solving and decision-making skills.
• Good knowledge of Front Office procedures and hotel operating policies.
• Excellent interpersonal and coaching abilities.

Responsibilities

• Oversee daily Front Office operations and ensure smooth shifts.
• Lead Front Office colleagues to deliver professional, personalised service.
• Be present in the lobby engaging with guests for seamless arrivals and departures.
• Address guest feedback and resolve issues to achieve positive outcomes.
• Supervise shifts, assign tasks and ensure adequate staffing.
• Coach and train colleagues to uphold service standards.
• Ensure Front Office procedures, systems, security, and billing are followed.
• Support upselling initiatives to maximise room revenue and guest experience.
• Inspect Front Office and guest areas and address operational gaps.
• Collaborate with Housekeeping, Reservations, Concierge and other departments for seamless experiences.
• Act as Manager on Duty when required and support the team during crises.

Skills

Front Office leadership

Guest service excellence

Staff coaching

Communication skills

Guest recovery

Problem solving

Fluent English

Tools

Front Office systems

Job description

IHG Hotels & Resorts seeks an Assistant Front Office Manager to support day-to-day operations and uphold luxury service standards at InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa. You will partner with the Front Office Manager to create a warm, refined arrival experience and lead a team committed to True Hospitality.

You will engage guests across the lobby, coach colleagues, and drive timely resolutions while maintaining high service levels and collaboration with other departments.