Front Office Manager - Crowne Plaza Doha - The Business Park


Full job details

Crowne Plaza Hotels & Resorts - Middle East & Africa
Job Type
Front Office, Front Office Manager
Job Level


manage the operations of the Front Office Department by ensuring product
quality standards are met and that optimum service is provided to all hotel
guests according to the hotel’s and InterContinental Hotels Group business
objectives.  To perform the human
resource function in ensuring staff selection, training, counselling and
recognition programs are adhered to in order to maximize performance standards
and to adhere to guest service standards in order to maximise guest


At Crowne
®, we want our guests to
feel able to do their best, achieve their goals and be recognized for their
success.  To help them, we need you to
stay One Step Ahead and:

  • Create Confidence – by being an
    expert at what you do; by acting and looking the part and adapting your
    style to match your guests’ pace in all you do.
  • Encourages Success – by supporting and
    respecting your guests and their goals; by recognizing them and making
    them feel valued and important and offering thoughtful choices to help
    them feel restored and balanced.
  • Make It Happen – by being perceptive to your guests’ needs; by taking ownership for getting
    things done and working seamlessly with others to help guests be successful.
  • Duties and Responsibilities

    1.     Monitor front
    office personnel to ensure guests
    receive prompt, cordial attention and personal recognition

    2.     Supervise the Front
    Office team to ensure optimum occupancy and average room rate for the purpose
    of maximizing revenue

    3.     Monitor Front
    Office, and particularly Guest Relations personnel,
    to ensure priority members known repeat guests and other VIPs receive special
    attention and recognition

    4.     Promote Inter-Hotel
    sales and in-house facilities and monitors Front Office Marketing techniques in
    line with FIT marketing program

    5.     Maintain
    inter-departmental relationships to ensure seamless customer service

    6.     Assume overall
    responsibility for maintaining standards to ensure furnishings facilities and
    equipment are clean, in good repair and well maintained

    7.     Schedule and
    regularly conducts routine inspections of areas under his/her control

    8.     Maintain knowledge
    of credit policies and procedures and liaise closely with Finance Department to
    ensure that credit procedures are properly carried out

    9.     Know system
    recovery procedures

    10.  Interpret computer

    11.  Compile statistics
    for front office and provide reports relating to that area

    12.  Continually check
    the accuracy of room count

    13.  Approve upgrades
    and special amenities

    14.  Maintain
    appropriate standards of conduct, dress, hygiene, uniforms, appearance and
    posture of departmental employees

    15.  Conduct
    comprehensive monthly departmental meetings to include a review of procedures
    and events which warrants special handling and detailed information

    16.  Communicate to the General Manager of his/her delegate all information
    likely to be of interest to them such as the expected arrival and departure of
    VIPs and all other pertinent information

    17.  Maintain all
    procedures and adheres to them within the IHG guidelines; in particular with
    emphasis on hotel credit policy.

    18.  In conjunction with
    the Emergency Response Team prepare emergency procedures upon advice from
    relevant authority that cover such emergencies as Fire, Power Outrage, Bomb
    Threat, Cyclone Warnings, etc

    19.  Prepares efficient work schedule for Front Office Staff, arranging
    holidays and vacation, taking into consideration project occupancy and
    forecasts and any large group movements, especially those with early or late
    arrivals or departures.


    1.     Comply with Hotel Rules and Regulations and
    provisions contained in the Employment Handbook 

    2.     Comply with Company Grooming Standards at all
    times to portray a professional image of self and the hotel.

    3.     Comply with Time and Attendance Policies set
    by the hotel.

    4.     Actively participate in training and
    development programs and maximize opportunities for self-development

    5.     Demonstrate understanding and awareness of
    all policies and procedures relating to Health, Hygiene and Fire Life Safety

    6.     Familiarize yourself with emergency and
    evacuation procedures

    7.     Ensure all security incidents, accidents and
    near misses are always logged in a timely manner and brought to the attention
    of the Line Manager

    8.     Comply with the Company’s Corporate Code of

    9.     Familiarize self with the company values
    (Great Hotels Guests Love) and model desired behaviors (Winning Ways, Room to
    be Yourself) and ways of working (IHG Wheel).

    10.  Perform all tasks as directed by the Manager
    in pursuit of the achievement of business goals

    Qualifications and requirements

    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.


    The above is designed to help you in the understanding
    of the role and is not intended to be a definite list of your duties, as
    flexibility in meeting company and guest needs is required by all employees

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