Job Description

Job Category: Hotel-Front Office
: Key Responsibilities:

• Welcome guests in a warm, friendly, and professional manner following IHG True Hospitality standards.
• Perform smooth and efficient check-in and check-out procedures.
• Handle guest inquiries, requests, and complaints promptly and courteously, ensuring quick resolution.
• Maintain accurate guest records and reservations in the Property Management System (PMS).
• Process room allocations, upgrades, and special requests as per hotel policy.
• Handle cash, billing, posting of charges, and settlement of guest accounts accurately.
• Coordinate with Housekeeping and Engineering to ensure room readiness and guest comfort.
• Promote IHG One Rewards enrollment and explain hotel services and facilities to guests.
• Ensure front desk area is clean, organized, and presentable at all times.
• Follow all IHG brand standards, SOPs, safety, and security procedures.
• Manage telephone calls, emails, and guest messages efficiently.
• Support night audit or shift handover procedures as required.
• Upsell rooms and hotel services wherever possible to maximize revenue.

Desired Skills & Competencies:

• Excellent communication and interpersonal skills.
• Guest-focused attitude with a positive and professional demeanor.
• Basic computer knowledge and familiarity with hotel PMS (Opera preferred).
• Ability to multitask and work under pressure.
• Team player with strong attention to detail.

Skills Required