Hotel Front Desk Manager

IHG Hotels is seeking a Hotel Front Desk Manager to lead daily front office operations and ensure "True Hospitality for Good" for every guest. You will supervise front desk agents, manage check-in/out, resolve guest concerns, oversee cash and billing, and optimize room upselling. Partnering closely with housekeeping and reservations, you'll maintain brand standards, train and coach team members, and analyze performance metrics.

IHG offers global career growth, structured development, and the opportunity to build your hospitality career across a world-class portfolio of hotel brands.

Responsibilities

• Lead day-to-day front desk operations, ensuring smooth check-in and check-out processes
• Supervise, schedule, and coach front desk team members to deliver excellent guest service
• Resolve guest issues and complaints promptly while maintaining brand standards
• Oversee cash handling, billing accuracy, and daily reconciliation reports
• Coordinate closely with housekeeping, reservations, and other departments to optimize room readiness and occupancy
• Monitor and drive upselling of rooms and services to increase revenue
• Ensure compliance with IHG and brand policies, procedures, and service standards
• Support hiring, onboarding, and ongoing training of front desk staff
• Analyze front office performance metrics and implement improvements
• Maintain a safe, welcoming, and inclusive lobby and front desk environment

Required Skills

• Front desk operations
• Hotel property management systems (PMS)
• Staff scheduling
• Cash and billing reconciliation
• Customer service
• Conflict resolution
• Upselling and revenue optimization
• Training and coaching
• Reporting and KPI tracking
• Microsoft Office