What are the responsibilities and job description for the Hotel Front Office Manager position at Holiday Inn Express & Suites Waynesboro East?
Job Title: Front Desk Manager
Department: Front Office
Reports To: General Manager / Assistant General Manager
Job Summary
The Front Desk Manager is responsible for overseeing the daily operations of the front office at Holiday Inn Express. This role ensures the highest levels of guest satisfaction by supervising front desk staff, managing check-in and check-out processes, resolving guest issues promptly, and maintaining IHG brand standards. The Front Desk Manager also assists with training, scheduling, and performance management of team members while working closely with other departments to ensure smooth hotel operations.
Key Responsibilities
- Supervise, train, and support front desk team members to deliver excellent guest service in line with IHG brand standards.
- Ensure smooth daily operations of the front desk, including check-ins, check-outs, room assignments, and billing accuracy.
- Handle guest concerns and complaints professionally, providing solutions and escalating when necessary.
- Monitor staff performance, provide coaching, and conduct regular evaluations.
- Prepare work schedules to ensure adequate coverage for all shifts.
- Ensure compliance with company policies, procedures, and safety regulations.
- Collaborate with housekeeping, maintenance, and other departments to meet guest needs and maintain a seamless operation.
- Assist with revenue management by monitoring occupancy, upselling rooms, and ensuring accurate posting of charges.
- Maintain accurate records of guest interactions, reservations, and incidents.
- Support and enforce IHG Rewards Club enrollment and loyalty initiatives.
- Assist with night audit and reporting as required.
Qualifications
- Previous hotel front desk or supervisory experience required; Holiday Inn Express or IHG brand experience preferred.
- Strong leadership, communication, and customer service skills.
- Ability to multitask and remain calm under pressure.
- Proficiency in hotel property management systems (Opera, OnQ, or similar; familiarity with IHG systems preferred).
- Strong problem-solving and decision-making skills.
- Flexible schedule, including availability for evenings, weekends, and holidays.
Physical Requirements
- Ability to stand for extended periods.
- Ability to lift up to 25 lbs occasionally.
Job Type: Full-time
Pay: From $1.00 per year
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person