Front Office Manager – Holiday Inn Brookfield, WI

Holiday Inn Brookfield is seeking a motivated and guest-focused Front Office Manager to lead our front desk team and ensure exceptional guest experiences that align with IHG brand standards and IHG One Rewards loyalty program expectations.

This leadership role is ideal for someone with IHG brand experience or strong hotel front office leadership background who understands how the front desk drives guest satisfaction, loyalty enrollment, and revenue performance.

Position Overview

The Front Office Manager is responsible for overseeing all front desk operations including guest services, reservations, loyalty program engagement, team leadership, and compliance with IHG operational standards and service culture.

This position ensures that every guest interaction reflects the Holiday Inn promise of genuine hospitality and dependable service.

Key Responsibilities

Guest Service & Experience

• Lead the front office team in delivering outstanding guest service • Ensure smooth and efficient check-in and check-out experiences • Resolve guest concerns quickly and professionally • Monitor guest feedback, online reviews, and service recovery opportunities • Drive guest satisfaction scores and maintain strong reputation for service excellence

IHG One Rewards & Loyalty Program Engagement

• Promote and enroll guests in the IHG One Rewards loyalty program • Ensure proper recognition and service delivery for IHG elite members • Train team members on benefits and standards for loyalty guests • Ensure loyalty benefits are delivered consistently during check-in • Encourage guest engagement and loyalty participation to drive repeat business

Brand Standards Compliance

• Ensure compliance with IHG brand standards and operational procedures • Maintain front desk procedures aligned with IHG service culture and guest recognition standards • Ensure proper use of IHG systems including Merlin, Opera PMS, and brand tools • Maintain brand compliance for guest communication, service delivery, and operational procedures

Front Desk Operations

• Oversee daily front desk operations including check-ins, check-outs, reservations, and billing • Ensure accurate handling of guest accounts, payments, and cash management • Coordinate closely with housekeeping and maintenance to ensure room readiness • Maintain proper shift coverage and operational readiness at all times

Team Leadership & Development

• Hire, train, and mentor front desk associates • Lead daily team briefings and service training • Create staff schedules and manage labor productivity • Promote a culture of professionalism, accountability, and teamwork

Revenue & Operational Support

• Support revenue management strategies including rate integrity and room inventory control • Encourage front desk upselling and guest engagement opportunities • Monitor third-party reservations and ensure proper processing and compliance

Qualifications

• IHG hotel experience preferred (Holiday Inn, Holiday Inn Express, Staybridge, etc.) • Minimum 2–3 years hotel front office experience • Previous supervisory or management experience preferred • Strong leadership and problem-solving skills • Excellent communication and guest service abilities • Experience with Opera PMS or similar hotel systems • Ability to work flexible schedules including weekends and holidays

What We Are Looking For

We want a leader who:

✔ Understands IHG brand culture and service expectations ✔ Can motivate and lead a front desk team ✔ Is passionate about guest service and hospitality excellence ✔ Focuses on guest loyalty, service recovery, and guest satisfaction scores ✔ Takes ownership of the front desk operation

Why Join Holiday Inn Brookfield?

• Opportunity to lead a key department in a respected IHG brand hotel • Competitive salary based on experience • Positive and professional work environment • Career growth opportunities in hospitality leadership