Front Desk Manager

2 weeks ago


Cleveland, Ohio, United States IHG Full time

Job Summary

We are seeking a highly skilled and experienced Front Desk Manager to join our team at Holiday Inn Express. As a key member of our hotel operations team, you will be responsible for delivering exceptional guest service, managing front office operations, and leading a team of front desk staff.

Key Responsibilities

  • Ensure that all front office staff deliver a high level of service to guests, responding promptly to their needs and resolving any issues in a professional and courteous manner.
  • Manage the front office operations, including checking guests in and out, handling room assignments, and resolving any issues related to guest rooms or services.
  • Lead and motivate a team of front desk staff, providing coaching, training, and feedback to ensure they are performing at their best.
  • Monitor and control labor costs, ensuring that staffing levels are optimized to meet guest demand.
  • Develop and implement strategies to increase occupancy and revenue, including upselling and cross-selling opportunities.
  • Ensure that all front office staff are properly trained on hotel policies, procedures, and systems, including PBX procedures and emergency protocols.
  • Perform other duties as assigned by management, including serving as manager on duty.

Requirements

  • Bachelor's degree in Hotel Management or a related field, or equivalent experience.
  • At least 3 years of experience in front office or guest service, including management experience.
  • Fluent English language skills, with other languages an asset.
  • Strong leadership and communication skills, with the ability to motivate and coach a team.
  • Ability to work in a fast-paced environment, with a high level of attention to detail and a commitment to delivering exceptional guest service.

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