Job Description

About Us IHG® is one of the world’s leading hotel companies, with a promise to provide True Hospitality for everyone. Making everyone feel welcome and cared for, recognised and respected, whoever and wherever they are in the world. Our brands are well-known and loved the world over - Regent Hotels & Resorts, InterContinental® Hotels & Resorts, Kimpton® Hotels & Restaurants, Hotel Indigo®, EVEN® Hotels, HUALUXE® Hotels and Resorts, Crowne Plaza® Hotels & Resorts, voco™ hotels, Holiday Inn®, Holiday Inn Express®, Holiday Inn Club Vacations®, Holiday Inn Resort®, avid™ hotels, Staybridge Suites® and Candlewood Suites®. Join us and not only can you benefit from the world of variety and opportunity that comes with working for a global organisation, but you can also look forward to being part of a company that will appreciate you for being you. We give you room to be yourself.



Your day to day People • Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. • Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties. • Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. • Provides input for Front Office meetings • Supervises and directs Reception and Reservations personnel. • Supports and assists Front Office personnel and all departments at peak periods Financial • Oversee night audit function and preparation of daily financial reports. • Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk. • Works with Superior and Director of Finance in the preparation and management of the Department’s budget • Checks billing instructions and monitors guest credit • Ensures front-line staff complies with FIT marketing techniques and maximizes sales Guest Experience • Ensure front office staff provides guests with prompt service, professional attention and personal recognition. • Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction. • Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations • Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel • Responds to guest needs and resolves related problems • Ensures VIPs and priority club guests receive special attention • Assists Guest Relations in greeting, rooming, and sending off VIP guests. • Promotes inter-hotel sales and in-house facilities Responsible Business • Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner. • Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. • Analyses and approves discounts and rebates. • Analyses the rate variance report to ensure room revenue control • Takes action with the Property Management Systems (PMS) in an emergency situations • Fully conversant with all hotel emergency procedures. Perform other duties as assigned



What we need from you qualification/equivalent bachelor's degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 3 years of Front Office/Guest Service experience including supervisory/executive level experience. Must speak fluent English. Other languages are preferred.



What we offer We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. We pride ourselves on letting your personality and passions shine, recognising the individual contribution you make and supporting your ambition to learn and create your own career path. At IHG, you enjoy a competitive financial and benefits package which includes healthcare support and global hotel room discounts. Your achievements will be recognised and your loyalty rewarded but most of all, we’ll give you room to grow!
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.