Our guests' memorable experiences have to start somewhere. So why not with you? As Front Office Manager, you'll lead the team responsible for creating exceptional first impressions and ensuring every guest enjoys a seamless journey from arrival through to departure. From managing reception, reservations and concierge services to leading a passionate team, you'll create a welcoming environment where every guest feels valued and every stay begins and ends on a high note.
Every day is different, but you'll primarily be responsible for:
Ensure every guest receives a warm welcome, is recognised throughout their stay and leaves with a positive lasting impression.
Resolve guest concerns promptly, actively seek guest feedback and use insights to continuously improve guest satisfaction.
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
Lead by example and create a culture where colleagues feel empowered, recognised and inspired to deliver True Hospitality for Good.
Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance.
Conduct performance and development reviews, identify talent and support succession planning.
Educate and train team members in compliance with federal, state and local laws and safety regulations.
Ensure staff is properly trained and has the tools and equipment to carry out job duties.
Help prepare annual departmental operating budget and financial plans.
Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
Ensure the team is prepared to respond effectively during emergency and crisis situations, acting as a central communication point when required.
Develop and maintain relationships with local fire, police, and emergency personnel.
What We need from you:
Bachelor's degree (or equivalent) in Hotel Management, Business Administration or a related discipline
Minimum 5 years' Front office experience, including at least 2 years in a leadership role.
Previous Night Manager experience will be highly regarded.
Advanced knowledge or Opera Property Management System and experience using integrated channel management systems.
Demonstrated experience managing and responding to guest feedback across multiple channels, including guest surveys and social media review platforms.
Excellent written and verbal communication skills.
Professional presentation and grooming standards, with pride in wearing your uniform.
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 difference 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 myWellbeing 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.
Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 420 hotels in diverse locations globally Crowne Plaza is the perfect base to connect on business, pleasure or a blend of both. We've thoughtfully designed our spaces to encourage, support and celebrate great connections. We're also big on meetings and events, a trusted and valued partner for connecting both domestic and global groups alike.
Our branded service style 'Dare to Connect' is crafted for connection. Designed for humans not nameless guests or colleagues. Still professional but touches guests on an emotional level. Where colleagues take their initiative and use their personality because they make a crucial difference in the guest's experience. The role of every colleague at Crowne Plaza is to create memorable emotional connections and the job of every leader is to create an environment where that can happen.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
