Front Office Manager - InterContinental Indianapolis
About The Position
The InterContinental Indianapolis is seeking a Front Office Manager to oversee daily operations and deliver exceptional guest experiences. This role involves managing the front office team, handling guest relations, overseeing registration, reservations, porter, and concierge services. The manager will also be involved in preparing budgets, driving revenue through up-selling, and ensuring seamless guest experiences by reviewing daily arrivals, departures, VIP guests, group blocks, and special requests. Additionally, the position serves as the primary hotel leader during assigned shifts, making decisions to ensure smooth hotel operations.
Requirements
- Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration
- 3 years of Front Office/Guest Service experience including management experience
- Must speak fluent English
Nice To Haves
- Other languages preferred
Responsibilities
- Managing and coaching the front office team to deliver memorable guest experiences and the warmest of welcomes.
- Engaging with guests to build personal relationships and remedy any complaints.
- 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.
- Training team members on PBX procedures and taking the lead during an emergency or crisis.
- Review daily arrivals, departures, VIP guests, group blocks, and special requests to ensure seamless guest experiences.
- Serve as the primary hotel leader during assigned shifts, making decisions to ensure smooth hotel operations.
- Supervise, train, coach, and develop front office colleagues to maximize engagement and performance.
- Manage scheduling, attendance, performance reviews, and disciplinary processes.
- Support onboarding and training of new team members to ensure compliance with brand and hotel standards.
- Review room inventory, occupancy forecasts, and revenue opportunities in partnership with Revenue Management.
- Ensure proper billing, routing, and posting procedures are followed and discrepancies are resolved promptly.
- Monitor upselling initiatives and coach the team to maximize room upgrade and ancillary revenue opportunities.
Benefits
- Full uniform
- Impressive room discounts
- Paid time off
- Medical/dental/vision insurance
- 401k
- Bonus pay
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What This Job Offers
Job Type
Full-time
Career Level
Manager
