Front Office Duty Manager — VIP Guest Experience

InterContinental Hotels Group; Riyadh; On-site; SAR 223,000 - 312,000; Full time

Job summary

InterContinental Hotels Group is seeking a Duty Manager for the Front Office team at Holiday Inn Riyadh Rose Yard. The successful candidate will supervise daily operations during shifts, ensure guest satisfaction, and uphold IHG standards.

You will coordinate across Front Office, Housekeeping, Engineering and Security, mentor staff, manage guest inquiries and service recovery, and respond to emergencies to maintain service continuity.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field.
• Minimum 3–5 years of Front Office or hotel operations experience, including supervisory responsibilities.
• Strong knowledge of Front Office operations and hotel property management systems such as Opera PMS.
• Excellent leadership, communication, and guest relations skills.
• Strong problem-solving and decision-making abilities in a fast-paced environment.
• Good command of English; additional languages are an advantage.

Responsibilities

• Oversee daily hotel operations during assigned shifts, ensuring smooth coordination between Front Office, Housekeeping, Engineering, Security, and Food & Beverage.
• Act as the management representative during the absence of senior management, making operational decisions to maintain service continuity.
• Ensure exceptional guest service by handling guest inquiries, complaints, and service recovery promptly and professionally.
• Welcome and assist VIP guests, IHG One Rewards members, and guests with special requests to ensure personalized service.
• Monitor arrivals, departures, room availability, and occupancy to support efficient Front Office operations.
• Conduct regular inspections of public areas and operational departments to ensure cleanliness, safety, and compliance with hotel standards.
• Respond to emergencies, security incidents, and operational issues, ensuring appropriate actions are taken and documented.
• Support Front Office colleagues by providing guidance, coaching, and operational assistance during busy periods.
• Review daily operational reports, guest feedback, and shift handovers to ensure effective communication and follow-up.
• Coordinate with department heads to resolve operational challenges and enhance the overall guest experience.
• Ensure compliance with IHG brand standards, hotel policies, and health, safety, and security procedures.
• Perform other operational duties as assigned by the Front Office Manager.

Skills

Leadership

Communication

Guest relations

Problem solving

Decision making

Front Office operations

Opera PMS

Education

Bachelor's degree in Hospitality Management

Diploma in Hospitality Management

Tools

Opera PMS

Job description

InterContinental Hotels Group is seeking a Duty Manager for the Front Office team at Holiday Inn Riyadh Rose Yard. The successful candidate will supervise daily operations during shifts, ensure guest satisfaction, and uphold IHG standards.

You will coordinate across Front Office, Housekeeping, Engineering and Security, mentor staff, manage guest inquiries and service recovery, and respond to emergencies to maintain service continuity.