Key Responsibilities Guest Service & Brand Experience
- Ensure consistent delivery of the Holiday Inn Express Simple, Smart Travel guest experience.
- Handle guest complaints, feedback, and service recovery professionally and promptly.
- Maintain high guest satisfaction scores and support guest loyalty initiatives.
Operational Management
- Oversee daily hotel operations during assigned shifts, including Front Office, Housekeeping, and Engineering coordination.
- Act as the Manager on Duty and the primary point of contact for operational or guest-related issues.
- Ensure compliance with brand standards, SOPs, and safety procedures.
Front Office Operations
- Supervise check-in and check-out processes to ensure efficiency and accuracy.
- Monitor room status, occupancy levels, and rate integrity.
- Ensure proper cash handling, billing accuracy, and night audit support when required.
Team Leadership
- Support, guide, and motivate front office and operational associates.
- Assist in training new team members on brand standards and service expectations.
- Ensure appropriate grooming, attendance, and discipline standards are followed.
Safety, Security & Compliance
- Ensure hotel safety and security protocols are followed at all times.
- Handle emergency situations calmly and efficiently as per SOPs.
- Ensure compliance with local laws, audits, and internal controls.
Administration & Reporting
- Prepare shift handover reports and logbook entries.
- Report operational issues, guest feedback, and incidents to the management team.
- Support audits, inspections, and quality checks.
Key Skills & Competencies
- Strong guest service and problem-solving skills
- Good communication and interpersonal abilities
- Leadership and decision-making capability
- Knowledge of hotel PMS (Opera preferred)
- Ability to work flexible shifts, including nights and weekends
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