About Company
InterContinental Hotels Group (IHG) is one of the world’s leading hotel companies, with a family of 19 brands operating across 100 countries. For over 75 years, InterContinental Hotels & Resorts have been pioneers in luxury travel, setting the standard for sophisticated international travel with their renowned service and commitment to exceptional guest experiences. Our hotels are symbols of prestige, offering diverse experiences from bustling city centers to serene resort escapes. At InterContinental Hotels, we believe in creating memorable moments, not just stays, by bringing the world to our guests and sharing the unique stories of each destination. We foster a culture of growth, collaboration, and unparalleled service, where every team member is empowered to make a difference. Join a global leader where your passion for hospitality can truly thrive, and help us continue to deliver the True Hospitality for Good that defines us.
Job Description
Are you an enthusiastic and experienced leader with a passion for delivering exceptional guest experiences? InterContinental Hotels is seeking a dedicated and dynamic Front Office Manager to join our team in Kitchener, Ontario. In this pivotal role, you will be the heart of our hotel’s guest services, overseeing all front office operations to ensure seamless arrivals, departures, and interactions that leave a lasting positive impression. This isn’t just a job; it’s an opportunity to shape the guest journey, inspire a team, and uphold the distinguished standards of the InterContinental brand.
As Front Office Manager, you will lead by example, fostering a positive and efficient work environment for our front desk, concierge, and bell staff. Your day will involve everything from managing reservations and room assignments to handling guest inquiries and resolving any challenges with grace and professionalism. You will be instrumental in training, coaching, and developing your team, ensuring they possess the skills and knowledge to exceed guest expectations consistently. We are looking for someone who thrives in a fast-paced environment, possesses impeccable organizational skills, and has a natural ability to anticipate guest needs and deliver personalized service. Your leadership will directly impact guest satisfaction scores and contribute significantly to the hotel’s reputation for world-class hospitality. This role offers the chance to grow your career within a globally recognized luxury hotel group and make a tangible impact on our guests’ stays. If you are ready to elevate your hospitality career and contribute to a legacy of excellence, we invite you to apply.
Key Responsibilities
- Oversee the daily operations of the Front Office department, including front desk, concierge, and bell services.
- Lead, mentor, train, and develop a team of front office professionals, fostering a culture of exceptional guest service and continuous improvement.
- Ensure smooth check-in and check-out processes, managing room inventory, and optimizing room assignments for maximum guest satisfaction.
- Handle all guest inquiries, requests, and complaints promptly and effectively, ensuring timely resolution and guest recovery.
- Monitor and manage departmental budgets, payroll, and expenses to ensure operational efficiency.
- Implement and maintain InterContinental Hotels brand standards, policies, and procedures across all front office functions.
- Collaborate with other departments (Housekeeping, F&B, Sales) to ensure seamless guest experiences and operational synergy.
- Manage night audit procedures and ensure accurate cash handling and financial reconciliation.
- Develop and implement strategies to enhance guest satisfaction scores and achieve departmental goals.
- Maintain comprehensive knowledge of local attractions, services, and events to provide accurate recommendations to guests.
- Prepare and analyze reports on occupancy, revenue, and guest feedback to identify trends and areas for improvement.
- Participate in management meetings and contribute to overall hotel strategy and operations.
Required Skills
- Minimum of 3-5 years of experience in a front office leadership role within the hospitality industry.
- Strong understanding of hotel property management systems (PMS), e.g., Opera, Fidelio.
- Exceptional leadership and team-building abilities with a proven track record of motivating staff.
- Outstanding verbal and written communication skills.
- Proven ability to manage challenging guest situations with tact and professionalism.
- Excellent organizational skills and attention to detail.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Ability to work flexible hours, including evenings, weekends, and holidays.
- A strong commitment to delivering high-quality guest service.
Preferred Qualifications
- Bachelor's degree or diploma in Hospitality Management or a related field.
- Previous experience with IHG brand standards or other luxury hotel brands.
- Fluency in additional languages is considered an asset.
- Experience with revenue management principles.
Perks & Benefits
- Competitive salary package.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday benefits.
- Opportunities for career advancement and professional development within a global company.
- Employee discounts on hotel stays and F&B at InterContinental Hotels Group properties worldwide.
- A supportive and dynamic work environment.
- Access to IHG's extensive training and e-learning resources.
- Employee recognition programs.
How to Apply
We invite qualified candidates to submit their application by clicking on the link below. Please ensure your resume highlights your relevant experience and qualifications for this exciting opportunity. We thank all applicants for their interest, however, only those selected for an interview will be contacted.