At voco™ Arabella Plaza Hotel, we're crafting more than just a hotel – we're creating unforgettable first impressions. As our Front Office Manager, you'll have the exciting opportunity to build and lead our guest experience from the ground up, shaping the standards that will define our brand-new property.

As our Front Office Manager, you'll be at the heart of our guest experience, leading the team that creates lasting first and lasting impressions. This is your opportunity to build our front office operations from the ground up during this exciting pre-opening phase.

A little taste of your day-to-day:

Every day is different, but you’ll mostly be:

• Lead all front office operations, including arrivals, departures, guest services, and reservations.
• Build, train, and mentor a high-performing team of front desk agents, concierges, and bell staff.
• Ensure outstanding guest service by handling guest complaints and requests promptly and professionally.
• Maintain room availability and coordinate with housekeeping for efficient room status updates.
• Collaborate with other departments to ensure a seamless guest experience.
• Prepare front office budgets and manage labour costs within budget.
• Monitor and analyse guest satisfaction trends; act to improve service quality.
• Ensure compliance with hotel policies, procedures, and safety regulations.
• Oversee the implementation and maintenance of front office systems and technology.
• Create work schedules, conduct performance evaluations, and mentor team members.
• Conducting regular front office inspections to ensure we’re making the right first impression
• Helping to prepare budgets and finding new ways to drive revenue from walk-ins and up-selling at the front desk
• Ensures development needs analysis of the front office team is carried out and training programs are designed and implemented to meet the hotel's future needs.
• Lead the front office team to generate revenue and increase hotel RevPAR through room upselling.
• Attend, maintain, investigate, and log all guest complaints and ensure that they end in satisfaction
• Familiar with property safety, first aid, and fire and emergency procedures, and operating equipment safely and sensibly.
• Demonstrate awareness of FLS policies and procedures, and ensure all procedures are conducted safely and within FLS guidelines, and ensure your direct reports do the same.
• Working and leading the Front office team to achieve the hotel's monthly and annual IHG fundamental targets and winning metrics target.
• Directly responsible for leading the front office team and supervising the housekeeping, laundry, and recreation operations.

What we need from you

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration
• 3 years of Front Office/Guest Service experience, including management experience
• Excellent communication, leadership, and organizational skills.
• Strong problem-solving abilities and attention to detail.
• Proficient in hotel management software, Opera.
• Ability to handle stressful situations with a calm and professional demeanor.
• Flexible schedule, including availability on nights, weekends, and holidays.

What you can expect from us:

We give our people everything they need to succeed, from a competitive salary that rewards all their hard work to a wide range of benefits designed to help them live their best work life, impressive room discounts, and some of the best training in the business.

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 without regard to 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 my Wellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.

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.