Front Office Manager - InterContinental Indianapolis

InterContinental Hotels Group; Indianapolis (IN); On-site; USD 65,000 - 90,000; Full time

Job summary

The InterContinental Indianapolis is seeking a Manager of Front Office to own guest registration, reservations, porter and concierge services, delivering a warm welcome to every guest.

You will lead and coach the front office team, ensuring smooth daily operations, coaching PBX procedures, and supporting budgeting and upselling initiatives to maximise revenue.

Qualifications

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration
• 3 years of Front Office/Guest Service experience including management experience
• Must speak fluent English
• Other languages preferred

Responsibilities

• Managing and coaching your front office team to deliver memorable guest experiences and the warmest of welcomes.
• Engaging with guests to build personal relationships and remedy any complaints.
• Conducting regular front office inspections to ensure we’re making the right first impression.
• Helping to prepare budgets and finding new ways to drive revenue from walk-ins and up-selling at the front desk.
• Training team members on PBX procedures and taking the lead during an emergency or crisis.
• Review daily arrivals, departures, VIP guests, group blocks, and special requests to ensure seamless guest experiences.
• Serve as the primary hotel leader during assigned shifts, making decisions to ensure smooth hotel operations.

Education

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration

Job description

Manager of Front Office

About IHG and the InterContinental Indianapolis

The InterContinental Indianapolis brings urban luxury and timeless style to Monument Circle. The landmarked Illinois Building has been restored to feature 170 Modern Guestrooms, 17 Luxurious Suites, Lobby Lounge and a stunning Rooftop Bar with iconic views of Monument Circle.

Explore our very own InterContinental® Hotels & Resorts – a truly international brand. Discover a modern, globally focused culture where world travelers feel at home. Live the InterContinental life. You’ll find us in beautifully restored buildings and many exciting new developments. With 60 properties in the pipeline, our extraordinary world is set to expand.

At IHG we promise to give colleague:

• Room to Belong: Enable

• Room to Grow: Enrich

• Room to Make a Difference: Empower

The InterContinental creates exceptional experiences through our Brand Values by being:

• Thoughtful

• Cultured

• Remarkable

We cultivate an engaging environment for our colleagues and guests by enlivening our IHG Core Values:

• Do the right thing

• Show we care

• Aim higher

• Celebrate difference

• Work better together

About the Manager of Front Office position

Our guests’ memorable experiences have to start somewhere. So why not with you? We’re looking for a new 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

Every day is different,but you’ll mostly be:

Daily Operations

• Managing and coaching your front office team to deliver memorable guest experiences and the warmest of welcomes.

• Engaging with guests to build personal relationships and remedy any complaints.

• Conducting regular front office inspections to ensure we’re making the right first impression.

• Helping to prepare budgets and finding new ways to drive revenue from walk-ins and up-selling at the front desk.

• Training team members on PBX procedures and taking the lead during an emergency or crisis

• Review daily arrivals, departures, VIP guests, group blocks, and special requests to ensure seamless guest experiences.

• Serve as the primary hotel leader during assigned shifts, making decisions to ensure smooth hotel operations.

Team Leadership

• Supervise, train, coach, and develop front office colleagues to maximize engagement and performance.

• Scheduling, attendance management, performance reviews, and disciplinary processes.

• Support onboarding and training of new team members to ensure compliance with brand and hotel standards.

Financial & Administrative

• Review room inventory, occupancy forecasts, and revenue opportunities in partnership with Revenue Management.

• Ensure proper billing, routing, and posting procedures are followed and discrepancies are resolved promptly.

• Monitor upselling initiatives and coach the team to maximize room upgrade and ancillary revenue opportunities.

Qualifications and Expectations:

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration

• 3 years of Front Office/Guest Service experience including management experience

• Must speak fluent English

• Other languages preferred
  
  

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 differences 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 well-being 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.

The salary range for this role is$65,000 - $90,000. This job is also eligible for bonus pay.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision

insurance, 401k, and many other benefits to eligible employees.