Key Responsibilities
- Front Office Operations
- Assist in managing day-to-day front desk operations including reception, guest services, reservations coordination, and night audit.
- Ensure smooth check-in and check-out processes.
- Monitor room allocation, occupancy levels, and rate management.
- Ensure compliance with Holiday Inn Express brand standards and SOPs.
- Coordinate closely with Housekeeping, Maintenance, and Sales departments.
- Guest Experience & Service Excellence
- Maintain high guest satisfaction scores (GSS).
- Resolve guest complaints and service recovery situations promptly.
- Ensure proper handling of IHG One Rewards members and elite guests.
- Promote brand loyalty programs and upselling opportunities.
- Team Leadership & Supervision
- Supervise and guide Front Desk Associates and Guest Service Agents.
- Prepare duty rosters and manage shift operations.
- Conduct daily briefings and training sessions.
- Assist in performance evaluations and staff development.
- Revenue & Financial Control
- Monitor room revenue, upselling, and walk-in business.
- Ensure proper cash handling and billing accuracy.
- Control rebates, refunds, and allowances as per policy.
- Support in preparing monthly revenue reports.
- Brand Compliance & Audit
- Ensure adherence to IHG brand audit requirements.
- Maintain proper documentation and guest records.
- Ensure data privacy and security compliance.
- Support internal and external audits.
- Safety & Security
- Ensure safety and emergency procedures are followed.
- Handle emergency situations calmly and effectively.
- Maintain coordination with security team.
Key Skills & Competencies
- Strong leadership and decision-making ability
- Excellent communication and interpersonal skills
- Guest-focused attitude
- Knowledge of PMS systems (preferably Opera)
- Revenue awareness and upselling skills
- Problem-solving and conflict resolution skills
- Understanding of IHG systems and standards
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