Key Responsibilities:
- Operations Management
- Supervise day-to-day hotel operations during assigned shifts
- Ensure all departments (Front Office, Housekeeping, Engineering, F&B) are functioning efficiently
- Monitor occupancy, arrivals, departures, and VIP movements
- Guest Experience
- Handle guest complaints, escalations, and special requests professionally
- Ensure high levels of guest satisfaction and service delivery
- Personally attend VIP guests and ensure personalized service
- Team Supervision
- Lead, guide, and support front office and operational staff
- Conduct shift briefings and allocate duties
- Ensure team adherence to grooming and service standards
- Brand Standards & Compliance
- Ensure adherence to IHG / Holiday Inn Express SOPs and brand standards
- Maintain cleanliness, safety, and security standards across the property
- Ensure compliance with audit and legal requirements
- Financial & Administrative Control
- Monitor daily revenue, room status, and operational costs
- Handle cash control, billing issues, and approvals
- Prepare reports such as shift reports, incident reports, and occupancy updates
- Emergency Handling
- Act as the point of contact during emergencies (fire, medical, security issues)
- Ensure proper implementation of safety procedures and crisis management
Key Skills & Competencies:
- Strong leadership and decision-making skills
- Excellent communication and problem-solving abilities
- Guest-focused mindset
- Ability to work under pressure and handle escalations
- Good knowledge of hotel PMS and operations
Qualifications:
- Graduate / Diploma in Hotel Management
- 3–6 years of experience in hotel operations (Front Office preferred)
- Prior supervisory experience is an advantage
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