Duty Manager Front Office

About IHG Hotels & Resorts

IHG Hotels & Resorts is one of the world’s leading hotel companies with more than 6,000 hotels across 100+ countries. Our purpose is to provide True Hospitality for Good, creating welcoming experiences for guests and meaningful careers for our people.

At Holiday Inn Express®, we keep things simple, smart, and efficient—without compromising on warmth, quality, or guest experience.

About the Role

As a Duty Manager – Front Office, you will support the Front Office Manager in overseeing daily front office operations and ensuring an exceptional guest experience. In the absence of the Front Office Manager, you will act as Manager on Duty, supervising staff, handling guest concerns, and ensuring operational compliance in line with IHG brand standards.

Your Day to Day

People

• Manage day-to-day front office operations in the absence of the Front Office Manager
• Plan and assign work schedules and support staffing requirements
• Coach, train, and provide regular feedback to front office team members
• Ensure team members are trained on systems, service standards, safety, and security

Guest Experience

• Deliver a warm, professional, and consistent guest experience
• Handle guest complaints effectively and ensure timely resolution
• Engage with guests to collect feedback and improve satisfaction
• Conduct routine inspections of front office and public areas

Financial

• Support control of labor costs and departmental expenses
• Oversee night audit operations and daily financial reports when required
• Maximize revenue through upselling, walk-ins, and rate integrity

Responsible Business

• Ensure compliance with billing procedures, credit policies, and data security
• Act as a communication point during emergencies or crisis situations
• Perform other duties as assigned and support hotel operations as Manager on Duty

What We Need from You

• Graduate / Hotel Management qualification preferred
• 3–5 years of experience in Front Office operations
• Strong guest handling, leadership, and communication skills
• Ability to work shifts, weekends, and public holidays
• Familiarity with PMS and hotel front office systems

What We Offer

• 8 weekly offs per month
• On-duty meals
• Medical insurance & ESIC (as applicable)
• Learning & development opportunities
• Employee stay and F&B discount across IHG hotels (as applicable)
• Global Internal transfer mobility within IHG (optional, subject to eligibility & NOC)

Equal Opportunity Statement

IHG is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to providing a diverse and inclusive workplace.