Job Description
Key ResponsibilitiesGuest Engagement & Service
Greet all guests warmly and professionally upon arrival.
Assist with check-in and check-out in accordance with IHG/HIEX standards.
Provide accurate information regarding hotel services, facilities, and local attractions.
Handle guest queries, requests, and complaints promptly and efficiently.
Maintain a high level of guest satisfaction through friendly and personalized service.
Front Desk Operations
Manage room reservations, cancellations, modifications, and no-show procedures.
Allocate rooms as per guest preferences and operational availability.
Ensure all guest details, payments, and documentation are accurately recorded in the PMS (Opera/Amadeus).
Process billing, invoicing, and cashiering tasks with 100% accuracy.
Coordinate with Housekeeping and other departments to ensure timely room readiness.
Brand & Quality Standards
Ensure compliance with IHG Way of Clean and Holiday Inn Express brand service standards.
Follow grooming standards, operational SOPs, and safety/security protocols at all times.
Maintain the lobby and front desk area in a clean, organized, and guest-ready condition.
Communication & Coordination
Provide clear handovers during shift change.
Coordinate guest requests with relevant departments (HK, F&B, Engineering, Security).
Assist in emergency procedures as per training.
Systems & Reporting
Work efficiently on property management systems (Opera/Amadeus).
Prepare daily reports as required.
Maintain accurate records for arrivals, departures, and in-house guests.
Skills & Competencies
Excellent communication skills (verbal & written).
Strong guest service orientation.
Ability to multitask and handle pressure.
Positive attitude and professional grooming.
Knowledge of hotel operations and PMS.
Problem-solving and time-management skills.
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