Job Description

Key Responsibilities:

1. Guest Service & Brand Experience

• Ensure all guests receive service as per IHG Way of Clean and brand service standards.

• Handle VIP arrivals, guest complaints, and special requests promptly and professionally.

• Maintain high guest satisfaction scores (GSTS / Medallia targets).

• Ensure brand greetings and service touchpoints are followed consistently.

2. Operational Management

• Supervise Front Office, Housekeeping coordination, and F&B during shift.

• Conduct daily shift briefings and ensure smooth handovers.

• Monitor room inventory, room status, and overbooking situations.

• Ensure compliance with SOPs and emergency procedures.

3. Team Leadership

• Guide and support team members during shifts.

• Ensure grooming standards and professional conduct as per brand guidelines.

• Assist in training new associates on brand standards and service delivery.

4. Financial & Compliance

• Monitor daily cash handling, billing accuracy, and night audit coordination.

• Ensure adherence to internal controls and audit requirements.

• Support upselling initiatives to maximize revenue (IHG Rewards enrolments, room upgrades, etc.).

5. Safety & Security

• Ensure guest and employee safety at all times.

• Handle emergency situations (fire, medical, security issues) as per hotel SOP.

• Conduct routine property checks during shift.

Key Skills & Competencies:

• Strong leadership and decision-making ability

• Excellent communication and interpersonal skills

• Problem-solving and conflict resolution

• Guest-focused mindset

• Knowledge of PMS (Opera preferred)

• Understanding of IHG brand standards