Front Office Manager - Crowne Plaza Durrës by IHG
Crowne Plaza Durres by IHG
***About the Job***
***This job posting is for a position at a hotel owned and operated by an independent franchisee, not by IHG or its affiliates. By clicking the apply button, you will be applying for a position with an independently owned and operated franchise hotel, not with IHG or its affiliates.***
**Position:**
Front Office Manager
**Reports to:**
General Manager
**Position Summary**
The Front Office Manager is responsible for leading and organizing all Front Office operations, ensuring a highly professional and consistent hospitality experience for every guest. This role focuses on optimizing reception and service processes while maintaining high service standards in accordance with Crowne Plaza and IHG brand standards. The Front Office Manager ensures effective interdepartmental communication and contributes to maximizing guest satisfaction and overall hotel performance.
**Job Requirements**
• Bachelor’s Degree in Hospitality Management, Business Management, or equivalent
• Minimum 5 years of experience in guest-facing management roles; experience in international or branded hotels is preferred
• Good knowledge of Opera PMS, CRS, Channel Manager, and Revenue Management Systems, demonstrating a solid understanding of hotel systems and revenue management principles.
• Fluent in Albanian and English; knowledge of an additional language is an advantage.
• Strong problem-solving, analytical, reasoning, motivating, and training skills used when coordinating functions and performing management duties
• Strong numerical, reading, and writing skills for budgets, reports, and administrative documentation
• Excellent interpersonal and communication skills to build effective internal and external relationships
**Your Day-to-Day Job**
**People**
• Actively drive recruitment, succession planning, and onboarding across hotel operations in collaboration with HR, while maintaining a culture that attracts, retains, and motivates quality talents
• Ensure the Front Office team is up to date with all mandatory and essential training programs and that a continuous succession planning process is in place
• Manage team performance using IHG tools, ensuring regular performance feedback, annual performance reviews, and individual development plans are completed
• Oversee disciplinary procedures in line with Hotel policies and Internal Personnel Regulations
• Lead by example by promoting and maintaining a safe, positive, and inclusive working environment
• Develop and implement a structured Front Office orientation and onboarding program for new team members
• Promote teamwork and service excellence through daily communication and coordination with other departments
• Manage daily staff scheduling and assignments, communicate objectives, and ensure compliance with policies and procedures
• Conduct pre-shift briefings as required
• Review Front Office staff performance and initiate performance appraisals, salary adjustments, disciplinary measures, and other HR-related actions in coordination with HR
**Financial**
• Ensure all credit and financial transactions are handled securely and in full compliance with IHG’s CSA requirements
• In consultation with the Finance Department, maintain policies and procedures for the security of cash handling, credit transactions, guest security, and inventory control
• Support the General Manager in annual budget preparation, forecasting, implementation of IHG policies, and operation within approved budgets and guidelines
• Monitor budgets and control operating expenses and labor costs
• Manage payroll efficiency and productivity through effective workforce planning, payroll productivity meetings and correctly followed staff attendance
• In partnership with the Sales and Marketing Department, drive revenue by identifying additional sales opportunities and implementing revenue-generating initiatives
• Maximize occupancy and average daily rate through effective upselling, walk-ins, promotions, and incentive schemes to ensure competitive market performance
**Guest Experience**
• Respond promptly and professionally to guest feedback and complaints, including social media channels, and build strong guest relationships that support continuous improvement in satisfaction
• Drive collaboration and service quality across all departments through daily communication and coordination
• Conduct routine inspections of Front Office areas, public spaces, and guest touchpoints, taking immediate corrective action when required
**Responsible Business**
• Analyze guest satisfaction data and develop action plans to achieve established performance and quality goals
• Develop and implement annual and quarterly action plans to ensure optimal guest satisfaction and compliance with all brand standards and operational requirements
• Champion health and safety by identifying and reporting hazards, assessing risks, and implementing effective control measures
• Facilitate the reporting and investigation of workplace injuries or incidents and recommend corrective actions to prevent recurrence
• Take a leadership role during emergencies in accordance with the Hotel Crisis Manual and Emergency Response procedures, including fire, power outage, bomb threat, and other incidents
• Demonstrate understanding and application of the Code of Conduct, IHG Way of Clean, and Crisis Management procedures, ensuring effective communication to the team
• Perform ad-hoc duties and provide operational support to other hotel departments as required
**Please note: Only candidates who strictly meet the listed requirements will be contacted for the next stages of the recruitment process. Thank you for your understanding.**
***This job posting is for a position at a hotel owned and operated by an independent franchisee, not by IHG or its affiliates. By clicking the apply button, you will be applying for a position with an independently owned and operated franchise hotel, not with IHG or its affiliates.***
**Position:**
Front Office Manager
**Reports to:**
General Manager
**Position Summary**
The Front Office Manager is responsible for leading and organizing all Front Office operations, ensuring a highly professional and consistent hospitality experience for every guest. This role focuses on optimizing reception and service processes while maintaining high service standards in accordance with Crowne Plaza and IHG brand standards. The Front Office Manager ensures effective interdepartmental communication and contributes to maximizing guest satisfaction and overall hotel performance.
**Job Requirements**
• Bachelor’s Degree in Hospitality Management, Business Management, or equivalent
• Minimum 5 years of experience in guest-facing management roles; experience in international or branded hotels is preferred
• Good knowledge of Opera PMS, CRS, Channel Manager, and Revenue Management Systems, demonstrating a solid understanding of hotel systems and revenue management principles.
• Fluent in Albanian and English; knowledge of an additional language is an advantage.
• Strong problem-solving, analytical, reasoning, motivating, and training skills used when coordinating functions and performing management duties
• Strong numerical, reading, and writing skills for budgets, reports, and administrative documentation
• Excellent interpersonal and communication skills to build effective internal and external relationships
**Your Day-to-Day Job**
**People**
• Actively drive recruitment, succession planning, and onboarding across hotel operations in collaboration with HR, while maintaining a culture that attracts, retains, and motivates quality talents
• Ensure the Front Office team is up to date with all mandatory and essential training programs and that a continuous succession planning process is in place
• Manage team performance using IHG tools, ensuring regular performance feedback, annual performance reviews, and individual development plans are completed
• Oversee disciplinary procedures in line with Hotel policies and Internal Personnel Regulations
• Lead by example by promoting and maintaining a safe, positive, and inclusive working environment
• Develop and implement a structured Front Office orientation and onboarding program for new team members
• Promote teamwork and service excellence through daily communication and coordination with other departments
• Manage daily staff scheduling and assignments, communicate objectives, and ensure compliance with policies and procedures
• Conduct pre-shift briefings as required
• Review Front Office staff performance and initiate performance appraisals, salary adjustments, disciplinary measures, and other HR-related actions in coordination with HR
**Financial**
• Ensure all credit and financial transactions are handled securely and in full compliance with IHG’s CSA requirements
• In consultation with the Finance Department, maintain policies and procedures for the security of cash handling, credit transactions, guest security, and inventory control
• Support the General Manager in annual budget preparation, forecasting, implementation of IHG policies, and operation within approved budgets and guidelines
• Monitor budgets and control operating expenses and labor costs
• Manage payroll efficiency and productivity through effective workforce planning, payroll productivity meetings and correctly followed staff attendance
• In partnership with the Sales and Marketing Department, drive revenue by identifying additional sales opportunities and implementing revenue-generating initiatives
• Maximize occupancy and average daily rate through effective upselling, walk-ins, promotions, and incentive schemes to ensure competitive market performance
**Guest Experience**
• Respond promptly and professionally to guest feedback and complaints, including social media channels, and build strong guest relationships that support continuous improvement in satisfaction
• Drive collaboration and service quality across all departments through daily communication and coordination
• Conduct routine inspections of Front Office areas, public spaces, and guest touchpoints, taking immediate corrective action when required
**Responsible Business**
• Analyze guest satisfaction data and develop action plans to achieve established performance and quality goals
• Develop and implement annual and quarterly action plans to ensure optimal guest satisfaction and compliance with all brand standards and operational requirements
• Champion health and safety by identifying and reporting hazards, assessing risks, and implementing effective control measures
• Facilitate the reporting and investigation of workplace injuries or incidents and recommend corrective actions to prevent recurrence
• Take a leadership role during emergencies in accordance with the Hotel Crisis Manual and Emergency Response procedures, including fire, power outage, bomb threat, and other incidents
• Demonstrate understanding and application of the Code of Conduct, IHG Way of Clean, and Crisis Management procedures, ensuring effective communication to the team
• Perform ad-hoc duties and provide operational support to other hotel departments as required
**Please note: Only candidates who strictly meet the listed requirements will be contacted for the next stages of the recruitment process. Thank you for your understanding.**
