Front Office Manager: Guest Experience & Operations

InterContinental Hotels Group; Fort Benning (GA); On-site; USD 27,000 - 39,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Office leader to manage day-to-day activities, schedule staff, and uphold service standards at a luxury resort environment. The role requires ensuring guest satisfaction, training staff on systems and security, and coordinating with multiple departments to maintain brand prominence.

The position involves monitoring labor costs, handling guest issues, and acting as manager on duty when needed.

Qualifications

• Bachelor’s degree in Hotel Management, Business Administration or related field plus two years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.
• Must speak fluent English. Other languages preferred.
• Ability to perform: stand for long periods, lift up to 50 pounds, handle various objects, operate PMS systems with a keyboard.

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 according to Company policies; alert management of serious issues.
• Ensure staff are trained on systems, security, cash handling, service standards, and have tools/equipment needed.
• Ensure guests receive prompt, professional attention and recognition; greet guests on arrival; respond to complaints and implement service recovery gestures.
• Schedule and inspect front office/public areas to maintain high appearance; implement action plans to correct deficiencies.
• Monitor and control labor costs and expenses; help achieve revenue and profitability goals.
• Maintain procedures for security of monies, credit, and guest transactions; check billing/credit compliance with hotel policy.
• Train staff on PBX procedures to serve as central communications during emergencies.
• Promote teamwork and service quality through daily inter-department communication; liaise with Accounting, Revenue Management, Sales & Marketing, Catering, F&B, Housekeeping, Maintenance.
• Interact with guests, regulatory agencies, and other contacts to ensure satisfaction and safety.
• May serve as “manager on duty” as required.
• Perform other duties including assisting staff during peak periods.

Skills

Fluent English

Education

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

Job description

InterContinental Hotels Group is seeking a Front Office leader to manage day-to-day activities, schedule staff, and uphold service standards at a luxury resort environment. The role requires ensuring guest satisfaction, training staff on systems and security, and coordinating with multiple departments to maintain brand prominence.

The position involves monitoring labor costs, handling guest issues, and acting as manager on duty when needed.