Assistant Front Office Manager

IHG Hotels & Resorts; Batangas City; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Uniform

Room discounts

Training

Job summary

IHG Hotels & Resorts is seeking an Assistant Front Office Manager in the Philippines to oversee daily Front Desk operations, concierge services and guest experience. You will lead a team, ensure smooth registrations, check-ins and check-outs, and coordinate with other departments to meet guest expectations.

Responsibilities include staff scheduling, upselling opportunities, and maintaining financial controls.

Qualifications

• Bachelor's degree in hotel management or related field.
• Minimum 3-5 years of Front Office/Guest Service experience with supervisory or management responsibilities.
• Experience with front desk systems and guest relations, service recovery and team leadership.

Responsibilities

• Oversee daily Front Desk operations, check-in/check-out, reservations and cashiering.
• Lead Concierge operations and ensure personalized guest service.
• Drive guest experience, monitor feedback and resolve issues.
• Schedule staff, deploy resources and ensure proper staffing at peak times.
• Coordinate with Housekeeping, Engineering and Sales to meet guest needs.
• Maintain cash handling and financial controls and prepare daily reports.

Skills

Front Desk Ops

Guest relations

Team leadership

Upselling

Education

Bachelor's degree in Hotel Management or related field

Tools

Opera PMS

Job description

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:

• 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
• 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.
• 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.
• 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.
• 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.
• Financial & Revenue Responsibilities
• Support the Front Office Manager in controlling departmental operating expenses.
• Manage Service Recovery expenses responsibly and ensure appropriate documentation and approval.
• Ensure proper handling of cash, credit card transactions, deposits and other financial transactions.
• Support accurate completion of daily Front Office financial reports and documentation.
• Communication & Cross-Departmental Coordination
• Maintain close communication with Housekeeping, Engineering, Security, Reservations, Sales, Revenue, F&B and other operational departments.
• Communicate important guest information appropriately while protecting guest privacy.
• Ensure shift handovers are complete, accurate and actionable.
• Support hotel-wide initiatives and projects that impact the guest journey.
• Responsible Business, Safety & Security
• Demonstrate the highest standards of ethical behavior, guest discretion, privacy and confidentiality.
• Ensure all guest information is handled in accordance with hotel policies and applicable privacy requirements.
• Be fully aware of and comply with hotel Responsible Business, loss prevention, security and safety policies.
• Understand and implement emergency procedures.
• Conduct or participate in regular safety and security inspections.
• Report hazards, incidents and security concerns promptly.
• Ensure Front Office and Concierge teams follow established key control, access control, cash security and information security procedures.
• Operational Leadership & Continuous Improvement
• Maintain strong operational presence and leadership during peak periods.
• Support implementation of new systems, procedures, technology and brand initiatives.
• Participate in hotel inspections, audits and quality assurance activities.
• Support the Front Office Manager in achieving departmental KPIs and hotel business objectives.

KEY PERFORMANCE:

• Guest Satisfaction/Guest Love scores.
• Guest complaint resolution and service recovery effectiveness.
• Online guest review performance.
• Loyalty recognition and enrollment performance
• Front Desk and Concierge service standards.
• Room upgrade and upselling conversion
• Ancillary revenue contribution
• Front Office Operating expenses.
• Cashiering and financial control compliance.
• Training completion and team competency
• Employee engagement and performance
• Staffing efficiency and productivity
• Audit and brand compliance
• Guest request response and resolution time
• Departmental action plan completion

What We need from you:

• Bachelor's degree / higher education qualification / equivalent in Hotel Management/ Business Administration or related field
• Minimum 3-5 years of Front Office/Guest Service experience in a hotel environment, with supervisory or management experience preferred
• Previous experience in an international hotel brand is an advantage
• Strong working knowledge of Front Desk and hotel operating systems
• Experience in guest relations, service recovery and team leadership

Core Competencies:

• Guest-centric leadership
• Strong communication and interpersonal skills
• People coaching and development
• Problem solving and decision making
• Conflict management
• Service recovery
• Operational organization and attention to detail
• Commercial awareness and upselling ability
• Financial discipline
• Cross-functional collaboration
• Crisis management
• Professionalism and integrity
• Strong local destination knowledge
• Ability to remain calm and effective under pressure

What you can expect from us:

• We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life - including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you'll become part of our ever-growing global family.