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What’s the job?
As Front Desk Manager, you will be responsible for supervising the Front Office team, ensuring the service is on point and solving any issue reported by the team.
You’ll report to the Rooms Division Manager.
Your day-to-day
• Supervise daily Front Desk operations, ensuring a smooth experience during check-ins, check-outs, and guest stays.
• Lead, motivate, and support the team, ensuring excellent guest service and fostering a positive service culture.
• Manage and organize team schedules, ensuring optimal coverage for all shifts.
• Create and manage user profiles in operating systems based on operational needs.
• Coordinate and deliver group and individual trainings focused on professional development, brand standards, and personalized service.
• Monitor and drive upselling, ensuring achievement of goals and revenue opportunities.
• Review and analyze the weekly scorecard to identify improvement opportunities that positively impact the guest experience (Medallia, LQA).
• Design, review, and implement SOPs (Standard Operating Procedures), ensuring their ongoing compliance.
• Collaborate with Housekeeping, Maintenance, and F&B to ensure coordination and efficiency in the guest experience.
• Manage room inventory in coordination with Revenue Management and Reservations.
• Resolve incidents in collaboration with Guest Experience, with a service recovery mindset and anticipating guest needs.
• Conduct regular performance evaluations and provide individual coaching to team members.
• Ensure compliance with quality standards (IHG, LQA) through audits and active follow-up.
• Support budget planning for the Front Desk and control operational costs.
• Foster an inclusive, collaborative work environment focused on professional development.
What we need from you
• Bachelor’s degree in hospitality or related field.
• 2+ years’ experience working in Front Office department as manager.
• Must be fluent in local language and English, additional languages will be highly valuable.
• Proactive, positive, energetic, dynamic, emphatic, team-worker and with passion for service.
What to expect from us
• Discounted international room rates.
• Room for professional growth in one of the largest hospitality companies.
• Training programmes and access to IHG’s training tool.
• Uniform and laundry service.
• Meals whilst on duty.
• Private health insurance discount.
• Kimpton Benefits: our platform with exclusive discounts for employees.
• Cool work environment
