What This Role Delivers to the Hotels

• Consistent arrival and departure experience across all properties, reducing variability and complaints.
• Higher Guest Satisfaction Scores through speed, accuracy, and warm service.
• Increased front desk revenue performance via structured upselling and rate integrity.
• Improved staffing productivity and cost control aligned to occupancy patterns.
• Stronger Front Office leadership bench, reduced dependency on individual hotels.
• Improved audit and mystery audit results through standardization and coaching.

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Your day to day

At Holiday Inn Express, we’re all about travel that’s simple AND smart. That means we offer more to our guests where it matters most. Easy check-in? Check. All the essentials in a comfy room? They’re all included with a great night’s sleep. We’re focused on getting our guests more than ready. So we’re always ready. Are you?

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People

• Lead day-to-day Front Office operations across the portfolio: set service standards, optimize staffing models, and align workforce with occupancy trends.
• Coach and Develop Front Office Managers and team members to HIEX brand standards.
• Deliver training programs including SOP refreshers, guest handling, and service excellence.
• Drive a collaborative “one team” culture across all properties.
• Manage talent pipelines including trainees and cross-property resource allocation.

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Financial

• Build and manage the Front Office budget, aligning cost per occupied room (CPOR) with targets.
• Optimize room revenue through upselling, walk-in conversions, and effective inventory management.
• Monitor payroll costs and productivity ratios across properties.
• Track KPIs such as RevPAR contribution, upsell revenue, and guest satisfaction scores.
• Implement corrective action plans to improve performance metrics.

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Guest Experience

• Ensure seamless check-in/check-out experiences across all hotels.
• Maintain high standards of lobby presentation, cleanliness, and functionality.
• Monitor guest feedback (Guest Love/Heartbeat, OTA reviews) and drive service improvements.
• Handle escalations and ensure timely resolution of guest concerns.
• Promote brand hallmarks: speed, simplicity, and efficiency in service delivery.

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Responsible Business

• Ensure compliance with brand standards, audit requirements, and safety protocols.
• Maintain data security and guest privacy standards.
• Drive sustainability initiatives within Front Office operations (paperless check-in, energy awareness, etc.).
• Ensure adherence to statutory and regulatory requirements.

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What we need from you

• Bachelor’s degree in Hotel Management, Business, or related field.
• 10-12+ years of Front Office experience with multi-property or cluster exposure preferred.
• Strong knowledge of Front Office systems (PMS), reservations, and revenue basics.
• Proven track record in improving guest satisfaction scores and operational efficiency.
• Strong leadership, stakeholder management, and coaching skills.
• Ability to travel across properties and work flexible hours.

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Accountabilities

• Consistent delivery of Front Office service standards across all properties.
• Improvement in guest satisfaction related to arrival/departure experience.
• Compliance with auditing ,mystery auditing, safety, and operational standards.
• Achievement of financial targets including CPOR and upselling revenue.

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How do I deliver this?

Deliver True Hospitality through:

• True Attitude – caring and making a positive difference
• True Confidence – knowledge and expertise in your role
• True Listening – understanding guest needs
• True Responsiveness – timely and thoughtful service

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What we offer
5-day work week
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)