Job Purpose

The Assistant Front Office Manager is accountable for supervising front desk activities (check-in, check-out, night audit), ensuring that internal (SOP’s) and external (tourism grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with InterContinental standards and legislative requirements. 

Key Performance Areas

• Shift Supervision


• Put in place staff scheduling and duty allocations to ensure maximum coverage


• Handle shift briefings / handovers / shift reports


• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.


• Manage staff appearance and floor appearance/ functioning of equipment and systems for th...