Key Responsibilities1. Guest Services & Operations
Deliver a warm and efficient guest checkin and checkout experience
Handle guest inquiries, reservations, billing, complaints, and special requests professionally.
Ensure accurate room assignments, key control, and cashiering procedures.
Monitor lobby operations to maintain smooth guest flow and service standards.
- Team Leadership & Supervision Supervise and support Front Office Associates during shifts.
Conduct onthejob training to ensure team members meet brand and service standards.
Mentor junior staff, help resolve issues, and maintain a positive team environment.
- Standards & Brand Compliance Ensure all front office procedures align with IHG and Holiday Inn Express standard operating procedures (SOPs).
Maintain quality customer service consistent with the HIEX brand promise.
Follow proper cash handling, safety, and security policies.
- Coordination & Communication Communicate effectively with other hotel departments such as Housekeeping, Maintenance, and F&B to ensure seamless hotel operations.
Provide daily shift briefings and handovers when required.
- Reporting & Administration Maintain accurate records of guest transactions, occupancy, and front desk activities.
Prepare basic reports as directed by the Front Office Manager.
Assist with payroll, scheduling, and documentation processes.
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