Key Responsibilities:
- Guest Service & Brand Experience
- Ensure all guests receive service as per IHG Way of Clean and brand service standards.
- Handle VIP arrivals, guest complaints, and special requests promptly and professionally.
- Maintain high guest satisfaction scores (GSTS / Medallia targets).
- Ensure brand greetings and service touchpoints are followed consistently.
- Operational Management
- Supervise Front Office, Housekeeping coordination, and F&B during shift.
- Conduct daily shift briefings and ensure smooth handovers.
- Monitor room inventory, room status, and overbooking situations.
- Ensure compliance with SOPs and emergency procedures.
- Team Leadership
- Guide and support team members during shifts.
- Ensure grooming standards and professional conduct as per brand guidelines.
- Assist in training new associates on brand standards and service delivery.
- Financial & Compliance
- Monitor daily cash handling, billing accuracy, and night audit coordination.
- Ensure adherence to internal controls and audit requirements.
- Support upselling initiatives to maximize revenue (IHG Rewards enrolments, room upgrades, etc.).
- Safety & Security
- Ensure guest and employee safety at all times.
- Handle emergency situations (fire, medical, security issues) as per hotel SOP.
- Conduct routine property checks during shift.
Key Skills & Competencies:
- Strong leadership and decision-making ability
- Excellent communication and interpersonal skills
- Problem-solving and conflict resolution
- Guest-focused mindset
- Knowledge of PMS (Opera preferred)
- Understanding of IHG brand standards
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