Front Office Duty Manager: Guest Experience & Operations

IHG; Hong Kong; Hybrid; HKD 180,000 - 300,000; Full time

Job summary

IHG is seeking a Front Office Coordinator to represent management in handling guest inquiries, assist in daily front desk operations, and ensure smooth reception at the hotel. This role supports the Assistant Front Office Manager and may cover breaks during peak periods.

You will monitor guest satisfaction metrics, coordinate with Security on safety issues, process daily occupancy and revenue reports, and ensure accurate shift handover documentation to maintain operational excellence.

Responsibilities

• Represent management in handling all guest enquiries
• Handle emergency incidents in accordance with hotel policies and procedures
• Monitor guest satisfaction metrics (e.g., online reviews) and identify opportunities for improvement
• Assist the Assistant Front Office Manager in managing the daily operations of the front office, ensuring the smooth operation of the reception counter
• Assist in operational areas as needed, including covering Front Desk breaks, bell service, or other roles during peak periods
• Coordinate with Security regarding any suspicious activity, criminal acts, or safety hazards
• Complete and review daily reports, including occupancy, revenue, and incident logs
• Ensure accurate completion of shift handover documentation

Job description

IHG is seeking a Front Office Coordinator to represent management in handling guest inquiries, assist in daily front desk operations, and ensure smooth reception at the hotel. This role supports the Assistant Front Office Manager and may cover breaks during peak periods.

You will monitor guest satisfaction metrics, coordinate with Security on safety issues, process daily occupancy and revenue reports, and ensure accurate shift handover documentation to maintain operational excellence.