Assistant Front Office Manager
InterContinental Hua Hin Resort
Job Summary
The Assistant Front Office Manager supports the Front Office Manager in overseeing the daily operations of the Front Office department, ensuring that all guests receive exceptional service in line with InterContinental Hotels & Resorts and IHG standards. The role is responsible for leading the Front Desk, Guest Relations, Concierge, and Bell Services teams, driving guest satisfaction, operational excellence, revenue optimization, and team development.
Key ResponsibilitiesGuest Experience & Service Excellence
- Deliver memorable luxury guest experiences in accordance with InterContinental brand standards.
- Ensure smooth and efficient check-in, check-out, and guest service processes.
- Handle guest concerns, complaints, and special requests promptly and professionally.
- Build positive relationships with guests and recognize repeat and VIP guests.
- Monitor guest feedback, online reviews, and Guest Love scores, implementing improvement plans where necessary.
Operations Management
- Assist in managing the day-to-day Front Office operations, ensuring seamless coordination between all shifts.
- Maintain effective communication with Housekeeping, Engineering, Food & Beverage, Sales, Reservations, and other departments.
- Monitor room status, arrivals, departures, and occupancy to maximize operational efficiency.
- Ensure compliance with hotel policies, procedures, and brand standards.
- Support emergency procedures and act as a key member of the hotel's emergency response team.
Team Leadership & Development
- Supervise, coach, and mentor Front Office colleagues to maintain high performance levels.
- Conduct departmental training and support colleagues development plans.
- Lead daily briefings and ensure team members are informed about hotel activities and VIP arrivals.
- Foster a positive work environment that promotes teamwork, engagement, and accountability.
- Support recruitment, onboarding, performance reviews, and succession planning initiatives.
Financial & Business Performance
- Support revenue enhancement initiatives through upselling and room upgrade programs.
- Monitor departmental productivity and labor costs.
- Assist in achieving departmental budget and financial targets.
- Ensure accuracy of guest billing, cash handling, and financial transactions.
- Analyze operational reports and recommend improvements to enhance efficiency and profitability.
Quality Assurance & Compliance
- Ensure compliance with IHG Operating Procedures, brand standards, and local regulations.
- Monitor cleanliness, appearance, and functionality of Front Office areas.
- Support audit requirements and maintain accurate operational records.
- Promote workplace safety and health standards throughout the department.
Qualifications & Experience
- Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
- Minimum 3-5 years of Front Office experience in an international hotel, with at least 1-2 years in a supervisory role.
- Experience in luxury hospitality or resort operations preferred.
- Strong knowledge of Front Office systems (Opera PMS preferred).
- Good understanding of revenue management and guest service principles.
- Excellent communication and interpersonal skills in English and Thai.
- Strong problem-solving, leadership, and organizational abilities.
- Ability to work flexible schedules, including weekends, holidays, and shifts.
Competencies
- Luxury Service Mindset
- Guest-Centric Approach
- Leadership & Team Development
- Communication & Influencing Skills
- Decision Making & Problem Solving
- Adaptability & Resilience
- Attention to Detail
- Results & Performance Focus
- Cultural Awareness & Inclusivity
What We Expect
- At InterContinental Hua Hin Resort, the Assistant Front Office Manager is expected to be a visible leader who inspires colleagues, creates memorable guest experiences, and upholds the highest standards of luxury hospitality while contributing to the resort's commercial success and reputation.
