Job Description

Job Role

To oversee the smooth and efficient operation of the hotel during the assigned shift, ensuring excellent guest service, operational standards, colleague engagement and effective coordination between departments.

Key Responsibilities

Hotel Operations

• Manage the overall hotel operation during the assigned shift.
• Ensure smooth functioning of Front Office and guest-facing operations.
• Coordinate with all departments to resolve operational issues.
• Monitor occupancy, arrivals, departures, VIPs and special requests.
• Ensure proper shift handover and communication.
• Monitor room status and coordinate with Housekeeping for room availability.
• Ensure operational standards are consistently maintained.

Guest Experience

• Welcome and interact with guests professionally.
• Handle guest feedback, complaints and service recovery situations.
• Take ownership of guest concerns and ensure timely resolution.
• Monitor guest satisfaction and identify opportunities for improvement.
• Personally attend to VIPs and special occasions where required.

Safety & Security

• Act as the management representative during the shift.
• Respond appropriately to emergencies and incidents.
• Ensure fire, life safety and security procedures are followed.
• Complete incident reports accurately.
• Escalate serious issues to the appropriate management team.

People & Teamwork

• Supervise and support colleagues during the shift.
• Allocate responsibilities according to operational requirements.
• Conduct briefings and ensure important information is communicated.
• Support training and coaching of Front Office colleagues.
• Promote teamwork and positive colleague relations.

Financial & Administrative

• Monitor cash handling and ensure proper procedures are followed.
• Verify shift reports and relevant operational documentation.
• Support upselling and revenue opportunities.
• Ensure hotel systems and records are updated accurately.

Compliance & Standards

• Follow IHG standards, hotel SOPs and statutory requirements.
• Ensure guest information and hotel records remain confidential.
• Maintain professional conduct and grooming standards.
• Ensure all operational activities comply with safety and security requirements.

What We Need From You

Education

• Degree/Diploma in Hotel Management or a related field.

Experience

• 3–5 years of hotel operations experience.
• Previous Front Office supervisory experience is essential.
• Experience in an international hotel brand is preferred.

Technical Knowledge

• PMS and Front Office systems.
• Guest service and complaint handling.
• Room inventory and hotel operations.
• Cash handling and night/shift procedures.
• Basic understanding of hotel safety and emergency procedures.

Personal Competencies

• Strong leadership and communication skills.
• Guest-focused and service-oriented.
• Calm and composed under pressure.
• Good decision-making and problem-solving ability.
• Strong coordination and teamwork.
• High level of accountability.

IHG True Hospitality

True Attitude – Creates a warm and welcoming environment for every guest.

Confidence – Takes ownership and makes appropriate decisions during operational situations.

Listening – Understands guest and colleague concerns before responding.

Responsiveness – Acts quickly and effectively to resolve guest and operational issues.

What You Can Expect From Us

• Competitive salary and benefits.
• IHG colleague room rates and hotel benefits.
• Learning and development opportunities.
• Career growth opportunities within IHG.
• Access to IHG training and development resources.
• Inclusive and supportive workplace.
• Focus on colleague wellbeing.

Our Commitment & myWellbeing

We are committed to creating an environment where every colleague can belong, grow and make a difference. Through myWellbeing, IHG supports colleague health, lifestyle and workplace wellbeing.

Join Holiday Inn Express Goa Morjim and be part of our upcoming journey, creating a place where guests feel welcome and colleagues can belong, grow and make a difference.