Front Office Manager

Holiday Inn Express – Mobile, Alabama

Position Summary

Blue Sky Hospitality Solutions is seeking an energetic, hands-on Front Office Manager to lead the daily operations of the Front Office at our Holiday Inn Express Mobile.

The Front Office Manager is responsible for delivering exceptional guest experiences throughout every stage of the guest journey—from reservation through check-out—while leading the Front Desk team, driving IHG One Rewards enrollments, improving Guest Love scores, and ensuring compliance with IHG brand standards.

This leader will oversee front desk operations, coach and develop team members, support revenue opportunities, manage labor, and partner closely with Housekeeping, Maintenance, and other departments to ensure a seamless guest experience.

Qualifications

• Minimum two (2) years of Front Office leadership experience in a hotel environment
• IHG brand experience strongly preferred
• Experience with Opera PMS preferred
• High School Diploma or GED required; Associate's or Bachelor's degree preferred
• Strong computer skills including Microsoft Office and hotel property management systems
• Working knowledge of cash handling, revenue management principles, and hotel accounting procedures
• Excellent written and verbal communication skills
• Strong leadership, coaching, and conflict resolution abilities
• Ability to work flexible schedules including evenings, weekends, and holidays

Essential Responsibilities

Leadership & Team Development

• Recruit, hire, train, coach, and develop Front Office team members
• Conduct ongoing coaching, performance evaluations, and corrective action when necessary
• Create a positive, guest-focused culture built on accountability and teamwork
• Ensure all associates complete required IHG training and brand certifications
• Cross-train team members to support hotel operational needs

Guest Experience

• Deliver exceptional guest service that exceeds IHG brand expectations
• Personally resolve guest concerns using effective service recovery techniques
• Monitor and improve Guest Love performance metrics
• Review guest comments, Medallia feedback, online reviews, and guest satisfaction reports daily
• Ensure timely follow-up on guest concerns and service opportunities
• Welcome IHG One Rewards Elite members and VIP guests while recognizing special requests
• Maintain professional lobby presentation and front office appearance at all times

Front Office Operations

• Supervise all Front Desk and Guest Services operations
• Ensure accurate room assignments, arrivals, departures, billing, and cash handling
• Monitor room inventory, oversell situations, and room status communication with Housekeeping
• Coordinate group arrivals and departures with Sales and Operations
• Maintain accurate shift reports and daily operational documentation
• Support Night Audit operations as needed
• Ensure compliance with IHG brand standards and Standard Operating Procedures

Revenue & Financial Performance

• Drive IHG One Rewards enrollments through associate coaching and accountability
• Promote upselling opportunities to maximize revenue
• Monitor departmental labor and scheduling to meet productivity goals
• Assist with forecasting staffing needs based on occupancy
• Review cash handling procedures and audit accuracy
• Support expense control initiatives and operational efficiencies

Brand Compliance & Quality

• Prepare the Front Office for IHG Quality Evaluations
• Ensure compliance with all IHG Brand Standards
• Monitor brand service delivery and operational execution
• Maintain accurate documentation required for audits and inspections
• Support continuous improvement initiatives to increase Guest Love scores

Safety & Security

• Maintain a safe environment for guests and team members
• Ensure associates understand emergency procedures, evacuation plans, fire safety, and security protocols
• Follow company safety policies and OSHA guidelines
• Report maintenance and safety concerns promptly
• Serve as Manager on Duty as scheduled

Collaboration

• Partner closely with Housekeeping, Maintenance, Breakfast, and Sales teams to ensure operational excellence
• Communicate room readiness and guest requests effectively across departments
• Participate in daily stand-up meetings and operational planning sessions
• Support hotel initiatives that improve guest satisfaction and financial performance

Physical Requirements

• Ability to stand and walk for extended periods (up to 75% of shift)
• Ability to lift up to 25 pounds occasionally
• Ability to work mornings, evenings, weekends, and holidays as business demands
• Ability to respond quickly during emergency situations

Preferred Qualifications

• Previous Holiday Inn Express or IHG experience
• Opera PMS experience
• Experience improving Guest Love scores
• Proven success increasing IHG One Rewards enrollments
• Strong service recovery and guest relations skills
• Experience leading Front Office teams in a select-service environment

What Success Looks Like

The successful Front Office Manager will:

• Deliver exceptional guest experiences
• Improve Guest Love scores
• Increase IHG One Rewards enrollments
• Develop a highly engaged Front Office team
• Maintain outstanding IHG brand compliance
• Partner effectively with all hotel departments
• Lead by example with a visible, hands-on leadership style

Equal Opportunity Employer

Blue Sky Hospitality Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all team members.