Assistant Front Office Manager

IHG • United States, United States • 4d ago

At IHG Hotels & Resorts, we believe exceptional guest experiences start the moment a guest arrives - and often before that. The Front Office is the heartbeat of the hotel, setting the tone for every stay. We are now inviting internal applications for the role of Assistant Front Office Manager , an exciting opportunity for an experienced Front Office professional ready to grow into a broader leadership role.

This position supports the Front Office Manager/ Rooms Division Manager in overseeing daily Front Office operations while maintaining the highest standards of guest service, operational efficiency, and team engagement. It is a key development role within the Rooms Division, offering exposure to leadership responsibilities, operational planning, and team development.

Your role at a glance

As Assistant Front Office Manager, you will play an active and visible leadership role within the Front Office, supporting smooth day-to-day operations and ensuring guests consistently receive a warm, professional, and personalised welcome.

You will assist in leading a multi-skilled team across reception, reservations, concierge, porter services, and PBX, while acting as a role model for IHG service behaviours, brand standards, and values.

Key responsibilities

Your responsibilities will include, but are not limited to:

Supporting the Front Office Manager in the daily leadership and coordination of Front Office operations

Acting as a hands-on leader during shifts, providing guidance, coaching, and support to team members

Ensuring exceptional guest experiences by engaging with guests, building relationships, and proactively addressing needs and concerns

Handling guest feedback and complaints professionally, ensuring timely resolution and effective service recovery

Conducting regular Front Office inspections to ensure cleanliness, presentation, safety, and brand compliance

Assisting with upselling, walk-in conversion, and other revenue enhancement initiatives at the front desk

Supporting daily cash handling, shift reconciliation, and basic reporting requirements

Assisting with rostering, attendance monitoring, and shift coverage planning

Supporting training, onboarding, and ongoing development of Front Office team members

Assisting with PBX operations and ensuring team members are trained in emergency and communication procedures

Taking a leadership role during emergencies or crisis situations and acting as Manager on Duty when required

Collaborating with Housekeeping, Engineering, Sales, and other departments to ensure a seamless guest journey

What we are looking for

We are seeking an internal candidate who demonstrates strong operational knowledge, leadership potential, and a genuine passion for hospitality.

Essential requirements:

Bachelor's degree or equivalent qualification in Hotel Management, Business Administration , or relevant experience

Minimum three (3) years' experience in Front Office or Guest Services within a hotel environment

Previous supervisory or acting management experience preferred

Fluent in English (additional languages are an advantage)

Pacific Island Country Experience highly regarded.

Strong interpersonal, communication, and problem-solving skills

Ability to remain calm, professional, and solutions-focused in a fast-paced environment

Personal attributes:

A strong commitment to guest service excellence

Positive, hands-on leadership style

High levels of professionalism, integrity, and accountability

Willingness to learn, grow, and take on new responsibilities

A team-focused mindset with the ability to motivate and support others

What you can expect from us

At IHG Hotels & Resorts, we invest in our people and support long-term career growth. In return for your passion and commitment, we offer:

Competitive salary and benefits

Full uniform provided

Industry-leading employee room discounts across IHG Hotels & Resorts

Access to world-class training and development programmes

Career progression opportunities within the Rooms Division and the wider IHG network

A supportive, inclusive, and collaborative work environment

Our commitment to inclusion and wellbeing

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, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

Through our myWellbeing framework , we are committed to supporting wellbeing in your health, lifestyle, and workplace - because we believe feeling well is essential to working well.

Ready to apply?

If you are an internal candidate looking to advance your career, strengthen your leadership capability, and make a meaningful impact on guest experiences, we encourage you to apply and take the next step with IHG Hotels & Resorts.

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.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

IHG

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