Key Responsibilities:
Guest Service:
- Greet and welcome guests in a warm, friendly, and professional manner.
- Perform efficient check-in and check-out procedures as per brand SOP.
- Handle guest inquiries, requests, and complaints promptly and courteously.
- Ensure guest satisfaction by anticipating needs and exceeding expectations.
- Maintain complete knowledge of hotel services, facilities, room types, and local attractions.
Operations:
- Manage room reservations and update PMS accurately.
- Ensure accurate billing, payment processing, and cash handling.
- Coordinate with Housekeeping and Maintenance for room readiness and guest requests.
- Maintain proper records and reports during shift handover.
- Follow up on wake-up calls and special guest requests.
Brand & Compliance:
- Adhere to Holiday Inn Express grooming and uniform standards.
- Follow IHG brand standards, policies, and procedures.
- Ensure safety and security protocols are maintained at the front desk.
- Maintain confidentiality of guest information.
Sales & Upselling:
- Promote hotel services and loyalty programs (IHG Rewards).
- Upsell rooms and additional services to maximize revenue.
- Assist in achieving departmental targets and guest satisfaction scores.
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