Job Description
Key Responsibilities:Guest Service & Operations
Welcome guests with a warm, professional attitude following brand service standards.
Handle check-in and check-out procedures efficiently.
Ensure accurate room assignments and maintain room status in the PMS.
Process reservations, cancellations, and amendments as per hotel guidelines.
Assist guests with inquiries, requests, and complaints, ensuring timely resolution.
Provide information about hotel facilities, services, and local attractions.
Maintain the IHG Way of Clean and brand service culture at all times.
Communication & Coordination
Coordinate with Housekeeping, Engineering, and other departments for guest requirements.
Communicate guest preferences and special requests to the relevant teams.
Maintain clear and professional communication with team members and supervisors.
Cashiering & Documentation
Handle billing processes including posting charges, settlements, and generating invoices.
Manage cash float responsibly and follow financial control procedures.
Ensure accurate documentation and record-keeping as per hotel and IHG audit standards.
Brand Standards & Compliance
Follow Holiday Inn Express brand guidelines and service behaviors.
Ensure compliance with IHG policies, safety procedures, and guest privacy standards.
Participate in ongoing brand training and quality audits.
Guest Satisfaction
Actively work to improve guest satisfaction scores (GSI/HeartBeat).
Identify service opportunities and contribute to a positive guest experience.
Handle guest feedback professionally and escalate when required.
Skills & Competencies:
Excellent communication and interpersonal skills
Strong guest service orientation
Attention to detail and accuracy
Ability to handle pressure and multitask
Basic computer knowledge and familiarity with PMS (Opera/Amadeus/FOLS, etc.)
Professional grooming and positive attitude
Problem-solving and decision-making ability
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