Front Office Executive

InterContinental Hotels Group; Gurugram District; On-site; INR 420,000 - 620,000; Full time

Job summary

InterContinental Hotels Group in Gurugram is seeking a Duty Manager to coordinate front office operations during assigned shifts and supervise Concierge, Bell desk and FO staff. The role focuses on guest satisfaction, smooth shift execution, and adherence to brand standards.

The successful candidate will conduct shift briefings, manage guest information and occupancy data, and oversee cashiering activities while maintaining strong relationships with internal teams and guests.

Qualifications

• Bachelor degree or diploma in hospitality/hotel management mandatory.
• Fluent English and local language; additional languages preferred.
• At least one year supervisory experience or GSA experience beneficial.

Responsibilities

• Conduct shift briefings to communicate hotel activities and requirements.
• Supervise front office operations during shift: guest information, local events, occupancy statistics, PA system, group bookings, handling serious complaints.
• Supervise cashiering activities during shift: cash handling, irregular payments, credit policies, cash security, debtor control, reports, cashiering system.
• Build and maintain positive relationships with internal customers and guests; anticipate and address needs to exceed expectations.
• Create a positive hotel image in all interactions; adhere to brand standards.
• Maintain knowledge of hotel information, programs, and events to assist guests.
• Escort guests within the hotel upon request and provide location information.
• Report to a Duty Manager; supervise Concierge desk, Bell desk and FO per shift.

Skills

Supervisory experience

Guest service excellence

Shift coordination

Education

Bachelor's degree / diploma in Hospitality/Hotel Management

Job description

Duties and responsibilities

• Conducts shift briefings to ensure hotel activities and operational requirements are known
• Supervise front office operations during assigned shift including:
  • Maintenance of guest information
  • Maintenance of information about local events
  • Compile occupancy statistics
  • Supervise the use of public address system
  • Supervise group bookings
  • Assisting with serious complaints
• Supervise cashiering activities during shift including:
  • Cash handling and banking procedure
  • Dealing with irregular payments
  • Instructing staff in credit policies and facilities
  • Instructing staff in cash security procedures
  • Carry out debtor control
  • Prepare reports
  • Supervise the cashiering system
• Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
• Take action to address these needs in order to exceed their expectations
• Create a positive hotel image in every interaction with internal and external customers
• Adhere to hotel brand standards
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
• Assist guests and escort them to locations within the hotel at their request
• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
• Maintain current Hotel information to be able to provide information to guests

Accountability

Report to a Duty Manager. Typically supervises Concierge desk, Bell desk and GSA - FO. Accountability is directed by shift operations at the reception.

Qualifications and requirements

Bachelor degree /diploma in hospitality/hotel management is mandatory. Must speak fluent English and local language with additional other languages preferred. At least one year supervisory experience/GSA experience will be beneficial.