Assistant Manager Guest Services / Duty Manager - Front Office

ibis, ibis Styles, ibis budget; Maharashtra; On-site; INR 900,000 - 1,500,000; Full time

Job summary

ibis in Maharashtra, India seeks a Front Office Manager to oversee daily front desk operations, supervise shifts, and drive guest service excellence. You will lead onboarding, training, and collaboration with other departments to ensure seamless hotel operations and loyalty growth.

The role emphasizes safeguarding guests and staff, data-driven performance reviews, and flexible shifts including nights and weekends.

Qualifications

• 4 years of experience in Front Office operations
• Advanced proficiency with Opera Cloud and other front office management systems
• Strong knowledge of front office procedures, protocols and best practices
• Proven ability to supervise, train and motivate team members
• Excellent communication and interpersonal skills
• Proven problem-solving and conflict resolution capabilities
• Strong organizational and time management skills with meticulous attention to detail
• Ability to act independently and make decisive decisions regarding team and guest safety
• Customer-focused mindset with a commitment to delivering exceptional service
• Resilience and adaptability in a fast-paced environment
• Flexibility to work mornings, evenings, nights, weekends and holidays
• Leadership with collaborative and inclusive team management
• Analytical skills to interpret data and drive performance improvements

Responsibilities

• Oversee day-to-day front desk operations, including guest check-ins and check-outs, loyalty program enrollment, and comprehensive reporting
• Supervise and manage the front office team during assigned shifts, fostering a culture of excellence and accountability
• Lead onboarding and training initiatives to develop team members' skills and competencies
• Deliver outstanding guest service experiences with a focus on loyalty and exceeding expectations
• Handle guest inquiries and concerns with empathy and professionalism, resolving issues efficiently and transparently
• Manage emergency situations and security concerns in accordance with hotel procedures and protocols
• Monitor front office performance metrics and provide actionable feedback to team members
• Collaborate with other departments to ensure seamless hotel operations and guest satisfaction
• Maintain accurate records, reports, and documentation related to front office activities
• Support the Front Office Manager in implementing operational improvements and strategic initiatives

Skills

Opera Cloud

Front Office Operations

Team Supervision

Customer Service

Communication Skills

Problem Solving

Time Management

Shift Management

Leadership

Data Analytics

Job description

Job Description

• Oversee day-to-day front desk operations, including guest check-ins and check-outs, loyalty program enrollment, and comprehensive reporting
• Supervise and manage the front office team during assigned shifts, fostering a culture of excellence and accountability
• Lead effective onboarding and training initiatives to develop team members' skills and competencies
• Deliver outstanding guest service experiences with a focus on building loyalty and exceeding expectations
• Handle guest inquiries and concerns with empathy and professionalism, resolving issues efficiently and transparently
• Manage emergency situations and security concerns in accordance with hotel procedures and protocols
• Monitor front office performance metrics and provide actionable feedback to team members
• Collaborate with other departments to ensure seamless hotel operations and guest satisfaction
• Maintain accurate records, reports, and documentation related to front office activities
• Support the Front Office Manager in implementing operational improvements and strategic initiatives

Qualifications

• Proven experience of 4 years in similar role in Front Office operations
• Advanced proficiency with Opera Cloud and other front office management systems
• Strong knowledge of front office procedures, protocols, and best practices
• Demonstrated ability to supervise, train, and motivate team members effectively
• Excellent communication and interpersonal skills with the ability to engage multiple stakeholders
• Proven problem-solving and conflict resolution capabilities
• Strong organizational and time management skills with meticulous attention to detail
• Ability to act independently and make decisive decisions regarding team and guest safety and well-being
• Customer-focused mindset with a commitment to delivering exceptional service
• Resilience and adaptability to thrive in a fast-paced, dynamic environment
• Flexibility to work varied shifts, including mornings, evenings, nights, weekends, and holiday periods
• Leadership qualities with a collaborative and inclusive approach to team management
• Analytical skills to interpret data and drive performance improvements