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As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand. Let’s Go Further Together.

From the moment a guest steps into our hotel, they enter a genuinely memorable experience. As a Front Desk Manager, you’ll be at the heart of this experience, ensuring every guest feels at home. You’ll provide crucial support to your team and collaborate with Front Office Leadership to ensure the smooth operation of Front Desk services. Your role is pivotal in creating the warm and welcoming atmosphere that defines our hotel.

A little taste of your day-to-day:

Guest Experience

• Ensure the Front Office and Switchboard teams adhere to InterContinental Brand Standards.

• Personalize guest experiences and acknowledge IHG One Reward members and InterContinental Ambassadors.

• Address guest complaints promptly, solicit feedback, and implement enhancements to boost guest satisfaction.

• Develop and oversee initiatives aimed at enhancing guest satisfaction.

People Management

• Manage daily staffing requirements, forecast future needs, and efficiently delegate tasks.

• Foster a culture of excellence by training the Front Office Team on systems, service, and quality standards.

• Provide ongoing feedback and conduct performance reviews to foster continuous improvement.

• Lead by example, nurturing team spirit and promoting open communication among staff.

• Coordinate and cultivate team members for advancement within IHG through strategic succession planning and robust professional development initiatives.

Financial Management and Workforce Optimization

• Oversee daily staffing to anticipate needs, optimize resource allocation, and delegate tasks effectively.

• Promote cost-consciousness, ensuring efficient resource utilization while adapting to business demands.

• Ensure accurate financial transactions, adhere to company policies, and prepare comprehensive operational reports.

• Lead efforts in workforce optimization, including staffing roster management and recruitment, maintaining high service standards and professionalism.

Operational Efficiency

• Supervise efficient check-in and check-out procedures to enhance guest satisfaction.

• Ensure accuracy in guest reservations and payments, including handling special requests.

• Collaborate with other departments (Housekeeping, Maintenance, Food & Beverage, Commercial) to deliver seamless guest experiences.

• Manage coordination of group stays across departments and conduct regular audits to maintain brand standards.

Safety and Security

• Safeguard guest information and enforce hotel security protocols rigorously.

• Conduct routine inspections of the front desk area and respond promptly to emergency situations.

Technology and Systems Management

• Oversee the utilization of front desk software and systems, ensuring staff proficiency.

• Monitor system performance and implement updates to optimize efficiency and guest service.

Driving KPIs

• Drive key performance indicators related to loyalty, guest satisfaction, and colleague engagement.

• Analyze performance data to develop strategies aimed at improving KPI outcomes.

• Develop and execute action plans to increase participation in loyalty programs.

• Implement initiatives to elevate guest satisfaction scores and foster colleague engagement.

Duty Manager Responsibilities

• Fulfill Duty Manager duties during assigned shifts, ensuring seamless hotel operations.

• Serve as the primary point of contact for guests and staff, addressing and resolving issues promptly.

• Oversee safety and security protocols during shifts and conduct property inspections.

Additional Responsibilities

• Demonstrate flexibility and teamwork in handling unexpected tasks.

• Lead special projects or initiatives as assigned, contributing to overall hotel success.

​​ What we need from you:

• 2 years’ related experience, including management experience, or an equivalent combination of education and experience

• Bachelor’s degree / higher education qualification in Hotel Management or related field preferred

• Ability to manage in a competitive environment

• Ability to manage complex relationships

• Ability to inspire passion, enthusiasm and positivity in the team to drive an engaged winning culture

• Strong Leadership skills in managing a team to drive for results

• Flexibility – Night, weekend and holiday shifts are all part of the job.

What you can expect from us:

You’ll be rewarded for your hard work with a suite of benefits that supports you and your family’s well-being, including:

• Paid birthday leave

• Hotel perks like accommodation and food & beverage discounts

• Enhanced parental leave

• Proactive health days and flexible work options.

• Your career journey will be supported through our lifelong development program

• IHG Career Milestone celebrations

• Transfer of entitlements as you move and grow with IHG.

• Access to our discount retail platform that makes your pay go even further

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees regardless of 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 my Wellbeing Framework, we are committed to supporting well-being in your health, lifestyle, and workplace.

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, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

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.