Job Description

Job Category: Hotel-Front Office
: Job Purpose:
To oversee the smooth functioning of hotel operations during shifts, ensuring guests receive exceptional service, and that safety, security, and brand standards are maintained. Acts as the manager-on-duty (MOD) in the absence of senior management and is the primary point of contact for guest concerns. Key Responsibilities: Guest Experience:
Ensure a seamless check-in/check-out process and resolve guest complaints with empathy and professionalism.
Actively engage with guests to gather feedback and enhance service delivery.
Handle VIP and loyalty guest arrivals, special requests, and service recovery. Operational Supervision:
Supervise all operational departments (Front Office, Housekeeping, F&B, Security, Engineering) during the shift.
Conduct regular property walks to monitor cleanliness, safety, and adherence to brand standards.
Ensure smooth coordination between departments for special events, group arrivals, or emergencies. Crisis Management & Safety:
Act as the primary contact in case of emergencies (fire, medical, power outage, etc.).
Ensure that safety and security protocols are followed at all times.
Prepare incident and shift handover reports with full details of occurrences during the shift. Team Leadership:
Motivate and guide team members to deliver "Simple, Smart Travel" aligned with the Holiday Inn Express promise.
Train and mentor front-line staff to handle guest issues independently and with confidence.
Monitor colleague grooming, attendance, and performance during the shift. Revenue & Cash Handling:
Monitor overbooking situations and manage room inventory in coordination with the Reservations/Revenue team.
Authorize rebates, discounts, and complimentary services as per company policy.
Oversee cash handling, billing issues, and ensure accurate end-of-day reconciliation. Key Skills & Competencies:
Strong decision-making and problem-solving abilities
Excellent communication and interpersonal skills
Calm and composed in high-pressure situations
Knowledge of front office systems (Opera, Concerto), PMS, and emergency protocols
Leadership presence with hands-on management approach Qualification & Experience:
Bachelor's degree/diploma in Hotel Management or related field
Minimum 2-4 years in front office operations; at least 1 year in a supervisory or shift in-charge role
Prior experience with IHG or Holiday Inn Express is a plus
Familiarity with IHG Way of Clean, guest safety protocols, and IHG brand standards What We Offer:
5-day working week
Duty meals
IHG Learning & Development programs
IHG employee room discount benefits worldwide
Fast-track career opportunities within the IHG network