Job Description

Job Category: Hotel-Front Office
: Key Responsibilities Guest Service & Brand Experience

• Ensure consistent delivery of the Holiday Inn Express "Simple, Smart Travel" guest experience.
• Handle guest complaints, feedback, and service recovery professionally and promptly.
• Maintain high guest satisfaction scores and support guest loyalty initiatives.

Operational Management

• Oversee daily hotel operations during assigned shifts, including Front Office, Housekeeping, and Engineering coordination.
• Act as the Manager on Duty and the primary point of contact for operational or guest-related issues.
• Ensure compliance with brand standards, SOPs, and safety procedures.

Front Office Operations

• Supervise check-in and check-out processes to ensure efficiency and accuracy.
• Monitor room status, occupancy levels, and rate integrity.
• Ensure proper cash handling, billing accuracy, and night audit support when required.

Team Leadership

• Support, guide, and motivate front office and operational associates.
• Assist in training new team members on brand standards and service expectations.
• Ensure appropriate grooming, attendance, and discipline standards are followed.

Safety, Security & Compliance

• Ensure hotel safety and security protocols are followed at all times.
• Handle emergency situations calmly and efficiently as per SOPs.
• Ensure compliance with local laws, audits, and internal controls.

Administration & Reporting

• Prepare shift handover reports and logbook entries.
• Report operational issues, guest feedback, and incidents to the management team.
• Support audits, inspections, and quality checks.

Key Skills & Competencies

• Strong guest service and problem-solving skills
• Good communication and interpersonal abilities
• Leadership and decision-making capability
• Knowledge of hotel PMS (Opera preferred)
• Ability to work flexible shifts, including nights and weekends

Skills Required