Front Office Lead: Guest Experience & Operations

IHG Hotels; Texas; On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Room discount

Extensive training program

Job summary

IHG Hotels in Houston, Texas seeks a Front Office Manager to assist in overseeing all front office activities, including guest registration, bell services, concierge, business center, and reservations. This role supports the front office leadership in their absence and aims to maximize guest satisfaction and hotel profitability.

Requirements include a Bachelor's degree in Hotel Management or related field, plus two years in front office/guest services with supervisory experience; fluent English

Qualifications

• Bachelor's degree in Hotel Management, Business Administration or related field plus two years front office/guest services experience including supervisory experience.
• Must speak fluent English. Other languages preferred.

Responsibilities

• Assist in managing the day-to-day activities of the Front Office staff. Schedule employees to ensure proper coverage.
• Recommend and/or initiate salary, disciplinary, or other staffing actions in accordance with Company rules and policies.
• Ensure staff are trained on systems, security and cash handling procedures, and service standards.
• Greet guests and respond to complaints; implement service recovery gestures to ensure guest satisfaction.
• Monitor front office and public areas and implement action plans to correct deficiencies.
• Assist in controlling labor costs and achieving revenue and profitability goals.
• Train staff on PBX procedures for emergency/crisis situations.
• Promote teamwork and coordinate with other departments.

Skills

Fluent English

Supervisory experience

Education

Bachelor's degree in Hotel Management, Business Administration or related field

Job description

IHG Hotels in Houston, Texas seeks a Front Office Manager to assist in overseeing all front office activities, including guest registration, bell services, concierge, business center, and reservations. This role supports the front office leadership in their absence and aims to maximize guest satisfaction and hotel profitability.

Requirements include a Bachelor's degree in Hotel Management or related field, plus two years in front office/guest services with supervisory experience; fluent English