Job Description

Administration

• Be aware of the goings on in the hotel

• Prepare and send out the Duty Roster for the team by Thursday for the week ahead

• Review the duty roster daily for possible changes

• Ensure the colleagues in the Front of the House team are aware of their roles and responsibilities

• Train and verify understanding of the team

• Ensure that the payroll system is in place and updated as per the hotel process

Responsibilities

• Be available in the lobby and in guest areas for the duration of your shift

• Meet as many of the hotels guests as possible, and engage them in meaningful conversations

• Assist any guests who may be unhappy with their experience

• Keep an overview of the overall Front of the House operations from the Porte Cochere to the lobbies in the various buildings

• Assist the Rooms Division Manager in the efficient running of the department

• Motivate and assist the team in achieving their personal, financial and customer service targets

• Ensure that all guests flagged as VIP’s arriving or departing during your duty hours are met and their satisfaction gauged

• Use the available empowerment matrix to provide service recovery if warranted

• Be aware of the Quality Assurance Audit, Financial Audit points

• Ensure that any decision taken is done so with a fair consideration for Guests, Colleagues and Ownership in mind

• Be aware of the End of Day audit process, and run the process in a timely manner every night

• Plan and prepare for the coming week, with a daily review on the next 7 days to ensure the most successful plan in put in place

It can be a physical role and although there are the usual meetings, briefings and of course reports to run, you will need to be on your feet some of the day out and about in the hotel, so fitness will be key for you, although reasonable adjustments will be made where we can. You will need to speak English for this specific role, native goa language would be an added benefit. Looking at your next move, we would love it if you were multi-lingual, but it’s not essential just yet.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?