Assistant Front Office Manager

InterContinental Hotels Group; Batangas City; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

InterContinental Hotels Group in Batangas invites your talent to lead front desk operations, concierge services, and guest experience initiatives. You will oversee check-in/out, staffing, billing, and ensure brand standards while coordinating with Housekeeping, Security, Reservations, and Sales to meet guest expectations.

You will champion service culture, monitor guest feedback, develop team members, and drive upselling opportunities.

Aufgaben

• Oversee daily Front Desk operations and ensure smooth check-in/check-out.
• Coordinate with Housekeeping, Security and other departments to ensure rooms and services meet guest expectations.
• Monitor cash handling, shift reconciliation and adherence to Front Office financial controls.
• Take charge of Front Office operations in the absence of the Front Office Manager.
• Manage Concierge operations to provide prompt, knowledgeable guest assistance and upsell services.
• Lead and develop Front Office and Concierge teams through training, briefings and performance management.

Jobbeschreibung

Our guests’ memorable experiences have to start somewhere. So why not with you? We’re looking for an Assistant Front Office Manager to take ownership of delivering exceptional first impressions – managing everything from registration and reservations to porter and concierge services.

A little taste of your day-to-day:

1. Front Office Operations:

• Manage and oversee the daily Front Desk Operation, ensuring smooth and efficient check-in, check-out, room assignment, cashiering, guest requests and other front office services.
• Ensure adequate staffing and deployment at the Front Desk.
• Monitor daily operational activities and ensure compliance with hotel, brand and IHG Standards.
• Coordinate closely with Housekeeping, Engineering, Security, Reservations, Sales, Revenue and other departments to ensure rooms and services are ready to meet guest expectations.
• Monitor queue management and lobby flow, particularly during peak periods.
• Ensure proper cash handling, shift reconciliation and adherence to Front office financial controls.
• Take charge of Front Office operations in the absence of the Front Office Manager

2. Concierge Operations

• Oversee daily Concierge operations and ensure guests receive prompt, knowledgeable and personalized assistance.
• Ensure the Concierge team maintains updated information on local attractions, restaurants, transportation, shopping, entertainment, medical facilities, business establishments and other points of interest.
• Coordinate guest requests for transportation, limousine services, tours, restaurant reservations, spa services, florists, couriers, tickets, mail services and other external services.
• Develop opportunities to generate additional revenue through upselling and sales of Concierge services, transportation, tours and other guest services.

3. Hotel Experience Champion

• Champion the hotel's guest experience standards and ensure consistent delivery throughout the guest journey.
• Monitor the guest feedback, guest satisfaction scores, online reviews, guest comments and service recovery cases to identify trends and opportunities for improvement.
• Ensure guest concerns are addressed promptly and effectively, with appropriate ownership and follow-through.
• Record and monitor guest issues through the appropriate guest response/guest tracking system.
• Lead by example in demonstrating the Holiday Inn service culture and expected behaviors.
• Conduct or support regular guest experience walks/inspection tours covering appearance, cleanliness, safety, security, maintenance and service readiness.
• Escalate recurring or significant guest experience issues to the Front Office Manager and relevant HODs.

4. People Leadership & Development

• Manage day-to-day staffing requirements, including scheduling, deployment and allocation of team members based on business levels.
• Plan and assign work to ensure adequate operational coverage across Front Desk and Concierge.
• Establish clear performance expectations and support team members in achieving department goals.
• Address performance issues promptly and appropriately, in coordination with the Front Office Manager and Human Resources.
• Ensure all team members receive proper training.
• Conduct regular briefings and departmental communication to ensure alignment on arrivals, VIPS, groups, events, guest requests and operational priorities.
• Assist in interviewing and selecting new team members with the appropriate skills and service mindset.

5. Guest Experience & Service Recovery

• Respond appropriately and professionally to guest complaints, concerns and special requests.
• Take ownership of guest issues and ensure appropriate resolution within established authority.
• Apply service recovery appropriately to delight guests while maintaining cost discipline.
• Maintain professional relationships with guests while ensuring appropriate boundaries and confidentiality.

6. Financial & Revenue Responsibilities

• Support the Front Office Manager in controlling departmental operating expenses.
• Manage Service Recovery expenses responsibly and ensure appropriate documentation and approval