Front Desk Manager

Here’s a polished IHG Front Desk Manager job description, aligned with IHG brand standards and guest-experience focus:

Front Desk Manager

Brand: IHG Hotels & Resorts

The Front Desk Manager is responsible for leading front office operations to deliver an exceptional guest experience in line with IHG standards. This role oversees front desk staff, ensures smooth daily operations, maximizes guest satisfaction, and supports revenue and service goals while upholding brand values.

• Manage and supervise front desk operations, including guest check-in/check-out

• Lead, train, schedule, and motivate front desk team members

• Ensure compliance with IHG brand standards, policies, and service procedures

• Handle guest feedback, complaints, and service recovery effectively

• Monitor room availability, reservations, and occupancy in coordination with Housekeeping

• Ensure accurate posting of charges, cash handling, and end-of-shift reports

• Support upselling initiatives (room upgrades, IHG One Rewards enrollment, promotions)

• Maintain strong communication with other departments to ensure seamless guest service

• Conduct regular performance reviews and coaching sessions

• Ensure safety, security, and emergency procedures are followed

• Proven experience in hotel front office operations, preferably within IHG or an international hotel brand

• Strong leadership, guest-service, and problem-solving skills

• Excellent communication and interpersonal abilities

• Knowledge of PMS systems (Opera preferred) and IHG standards

• Ability to work shifts, including nights, weekends, and holidays

• Professional appearance and positive, service-oriented attitude

• Diploma or degree in Hospitality Management or related field preferred

• Minimum 2–4 years of front desk or supervisory experience

• Guest Passion

• Team Leadership

• Attention to Detail

• Operational Excellence

• Brand Compliance