Front Office Manager | Voco Amritsar

IHG Hotels & Resorts

  • India
  • Permanent
  • Full-time
  • 2 days ago
Job Category: Hotel-Front OfficeJob Description:About usAt voco®, we've created a hotel brand that gives people a different choice. Hotels to count on but different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Our new family of hotels are connected by their own sense of style and individual character - and that's something we make the most of. Finding the perfect mix of reliability and new experiences. Because we believe that when you respect individuality life gets interesting.At the heart of every great stay is a great host. We think the trick to hosting is to take the time to understand what your guests need, and want. So, before they arrive, we find out more about them and how we can make their stay better. Whilst they are with us, we give tempting recommendations of our favourite drinks or food, or tips for local experiences that they won't find in any guide book.Join the Team at the Pre-Opening of voco Amritsar, located with excellent road connectivity to the city's commercial and residential hubs, voco Amritsar caters to a dynamic mix of corporate, SME, and MICE clientele in a substantially competitive market. The voco Amritsar is located approximately 11.6 kilometers (7.2 miles) from the Golden Temple and 13 kilometers (8.0 miles) from Sri Guru Ram Dass Jee International Airport.With 139 well-appointed rooms, the hotel offers full-service F&B outlets including an All-Day Dining restaurant (90 covers), Lobby Lounge (30 covers), and Bar (60 covers), along with 24-hour Room Service. Our meetings and events space accommodates up to 500 guests, supported by additional leisure and wellness facilities such as a Health Club, Swimming Pool, and a boutique Spa.What is expected from you?As a part of management committee member, you shall be responsible to drive success for voco Amritsar.Travel is a journey. We help make it a joy.
Designed to stand out from the crowd, voco hotels is IHG's fastest-growing premium brand, offering a hotel experience that is consistently thoughtful and distinct. Each property is characterised by its individual charm, providing guests with something different while also ensuring the reliability of a global brand. With an inviting and unstuffy atmosphere, voco hotels create a space where guests can truly unwind and feel at ease. Centred around the brand hallmarks 'Come on in', 'Me time', and 'voco life', voco delivers delightful and uplifting experiences brought to life by easy-going and attentive hosts. Launched in 2018, the voco brand by IHG is known for its rapid global expansion and focus on conversion opportunities, offering a "reliably different" upscale experience with a distinctive identity and relaxed service style.What is the job?As Front Office Manager, you will lead the front office operations to deliver seamless guest experiences, from arrival to departure. This role includes overseeing reception, concierge, guest relations, and night operations, ensuring service excellence and adherence to brand standards. You will play a key role in driving guest satisfaction, managing team performance, and collaborating with other departments to ensure smooth daily operations.We're looking for a guest-focused, energetic leader with strong communication skills, a passion for hospitality, and proven experience in front office management.Your day to dayPeople
  • Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
  • Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
  • Ensure your team are properly trained on systems, security, service and quality standards
Guest Experience
  • Ensure your front office team delivers a great service, professional attention and personal recognition
  • Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
  • Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
Financial
  • Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
  • Oversee night audit function and preparation of daily financial reports
  • Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
Responsible Business
  • Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
  • Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
  • Perform other duties as assigned. May also serve as manager on duty
AccountabilityThis job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee a teamWhat we need from you
  • Bachelor's degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including management experience
  • Must speak fluent English
  • Other languages preferred
How do I deliver this?We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every colleague in all IHG® hotels.Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
  • True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
  • True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
  • True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
  • True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
There's so much more to the job than we can capture here. It's simply about creating great experiences, doing the right thing and understanding people.What we offerWe'll reward all your hard work with a great work environment and benefits - including but not limited to F&B Discount, IHG Employee Rate, Hotel Uniform, Meal at Employee Restaurant, excellent development, and advancement opportunities across the globe.Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit to find out more about us.At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.About Us: At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?About the Team: Join voco™ hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco™ hotels

IHG Hotels & Resorts