Assistant Front Office Manager - Holiday Inn Express Hyderabad Hitec City

Key Responsibilities

1. Front Office Operations

• Assist in managing day-to-day front desk operations including reception, guest services, reservations coordination, and night audit.
• Ensure smooth check-in and check-out processes.
• Monitor room allocation, occupancy levels, and rate management.
• Ensure compliance with Holiday Inn Express brand standards and SOPs.
• Coordinate closely with Housekeeping, Maintenance, and Sales departments.

2. Guest Experience & Service Excellence

• Maintain high guest satisfaction scores (GSS).
• Resolve guest complaints and service recovery situations promptly.
• Ensure proper handling of IHG One Rewards members and elite guests.
• Promote brand loyalty programs and upselling opportunities.

3. Team Leadership & Supervision

• Supervise and guide Front Desk Associates and Guest Service Agents.
• Prepare duty rosters and manage shift operations.
• Conduct daily briefings and training sessions.
• Assist in performance evaluations and staff development.

4. Revenue & Financial Control

• Monitor room revenue, upselling, and walk-in business.
• Ensure proper cash handling and billing accuracy.
• Control rebates, refunds, and allowances as per policy.
• Support in preparing monthly revenue reports.

5. Brand Compliance & Audit

• Ensure adherence to IHG brand audit requirements.
• Maintain proper documentation and guest records.
• Ensure data privacy and security compliance.
• Support internal and external audits.

6. Safety & Security

• Ensure safety and emergency procedures are followed.
• Handle emergency situations calmly and effectively.
• Maintain coordination with security team.

Key Skills & Competencies

• Strong leadership and decision-making ability
• Excellent communication and interpersonal skills
• Guest-focused attitude
• Knowledge of PMS systems (preferably Opera)
• Revenue awareness and upselling skills
• Problem-solving and conflict resolution skills
• Understanding of IHG systems and standards