Job Description

Key Responsibilities

Guest Service

Ensure all guests receive a warm welcome, smooth check-in/check-out, and efficient service.



Handle VIP arrivals, long-stay guests, and special requests personally.



Monitor guest feedback and take proactive measures to maintain high satisfaction scores.



Manage and resolve guest complaints promptly and professionally.



Promote IHG One Rewards loyalty program effectively.

Operational Management

Oversee Front Office operations including reception, reservations, cashiering, and guest services.



Ensure compliance with IHG brand standards, SOPs, and service guidelines.



Monitor room inventory, rate management, and overbooking control in coordination with Revenue/Reservations.



Ensure accurate billing, cashiering, and financial procedures.



Prepare daily, weekly, and monthly reports for management.

Team & Leadership

Recruit, train, and mentor Guest Service Associates, Team Leaders, and Duty Managers.



Conduct daily briefings and regular performance reviews.



Develop and implement training programs to enhance guest service standards.



Foster a culture of teamwork, accountability, and continuous improvement.

Compliance & Safety

Ensure adherence to hotel policies on fire safety, health, security, and hygiene.



Implement IHG Way of Clean and other operational guidelines.



Oversee lost & found procedures and guest privacy standards.



Ensure proper grooming, discipline, and professionalism among the team.

Job Requirements

Education:

Degree / Diploma in Hotel Management preferred.

Experience:

5-7 years in Front Office operations, with at least 2-3 years in a supervisory/managerial role in branded hotels (IHG experience an advantage).

Skills & Competencies:

Strong leadership and people management skills



Excellent communication and interpersonal abilities (English required; additional languages a plus)



Sound knowledge of PMS (Opera or similar) and hotel systems



Strong problem-solving and conflict resolution skills



Financial acumen for managing budgets and revenue optimization


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