Front Office Manager

Front Office Manager is responsible for overseeing daily operations, ensuring employee productivity, monitoring efficiency of all processes and creating a positive work environment for employees. You will also meet regularly with upper management to stay up-to-date with organizational changes, issues and improvements.  

Hotel Indigo colleagues are the people at the center of every new story. They make all guests feel welcome in the neighborhood and at home in the hotel. At Hotel Indigo® we deliver inspired service. Our guests are explorers. A discerning set of individuals who bring their curiosity, uniqueness, and informality to everything they do in life. They are people who approach travel as an opportunity to expand their mind, learn new things, and create memories they can share that last a lifetime.

Hotel Indigo colleagues are warm, personal, and unscripted. They embrace the individuality and diversity of everyone. They enjoy iconic, worldly locations and are drawn to discovering what makes each of them unique. They are inspiring storytellers who inject positivity into their environment. They combine informality and fun with professionalism and sophistication.

People:

• Inspire New Stories - We Celebrate each individual’s personality, preferences, and perspectives – Including our team members and our guests. This helps us create a culture of conversation, connection, and story sharing. Ensuring every service interaction helps uncover the hidden histories and exciting details of the neighborhood.
• Celebrate Individuality - We embrace the uniqueness and diversity of all. We work together as a team of individuals, looking after our guests as individuals. We’re always ourselves, delivering a service that’s personal, warm, and unscripted. We encourage guests to share their passions and preferences – so we can shape their stay
• Discover Our Neighborhood - We know the way to the true soul of our neighborhood. We use our local knowledge and relationships to ignite our guests’ curiosity. We inspire them to discover new perspectives. Creating memories that will last forever
• Interact with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community
• Report directly to and communicate with the Director of Operations and General manager on all pertinent matters affecting guest service and hotel operations.
• Provide functional assistance and direction to all departments.
• Cooperate, coordinate and communicate with other hotel departments as required.
• Supervise and direct Reception personnel.
• Monitor appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provide the base for Front Office meetings.
• Work with Superior and Human Resources on manpower planning and management needs.
• Maintain highest colleague engagement through consistently schedule official and non-official check-in conversation with team. Encourage feedback and solutions suggestions. 
• Manage guest requests via e-platforms, ensuring timely resolution and coordination with relevant departments.

Financial returns:

• Promote inter-hotel sales and in-house facilities.
• Check billing instructions and monitor guest credit.
• Analyze and approve discounts and rebates.
• Ensure front line staff complies with FIT marketing techniques and maximize sales.
• Analyze the rate variance report to ensure rooms revenue control.
• Work with and Finance Manager in the preparation and management of the Department’s budget.

Guest experience:

• Ensure that the Hotel Indigo Brands Standards are practiced and delivered consistently, include Brand Experience Evaluation, True Hospitality Service
• React to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Respond to guest needs and resolve problems in a timely manner.
• Support and assist Front Office personnel and all departments at peak periods.
• Ensure VIPs and IHG One Rewards members receive loyalty recognition.
• Inspect front of house and back of house regularly for cleanliness.
• Identify opportunities to uplift guest experience through IHG Guest Arrival Reports.

Responsible business:

• Take personal interest and pride to ensure front desk work area is kept clean and in an orderly state at all times
• Take action with the Opera Property Management System (PMS) in emergency situation.
• Fully conversant with all hotel emergency procedures.
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
• Log security incidents and accidents in accordance with hotel requirements.

Accountability

• Within the limits of established IHG Hotels Group and local policies and procedures, responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, and assisting them with inquiries.  

Qualifications and requirements

• Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent, with 4 years’ experience in front office / guest services or related discipline including managerial experience, or an equivalent combination of education and experience.
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Good writing skills, problem solving and organizational abilities. Proficient in the use of Opera PMS, Microsoft Office and Front Office System.

Ready to be part of our story?

To apply for the position of Front Office Manager at Hotel Indigo Baku, please send your CV to the e-mail address in the Apply for job button, mentioning "Front Office Manager" in the subject line.