Job Description

Key Responsibilities:

Guest Service & Operations:

Provide a warm and friendly welcome to all guests upon arrival and throughout their stay.



Handle check-in, check-out, room assignment, and billing efficiently using the Property Management System (PMS).



Respond promptly to guest inquiries, requests, and complaints in a professional and courteous manner.



Ensure all guest information is accurate and updated in the system.



Coordinate with other departments (Housekeeping, Engineering, F&B) to ensure smooth guest service.



Promote IHG Rewards Club enrollment and other brand programs.

Brand Standards & Compliance:

Maintain adherence to

IHG Way of Clean

,

data security

, and

brand service standards

.



Ensure the lobby and reception area are clean, organized, and guest-ready at all times.



Handle cash, credit card transactions, and foreign exchange securely and accurately.



Follow all safety, security, and emergency procedures as per hotel policy.

Communication & Coordination:

Maintain effective communication within the Front Office team and with other departments.



Participate in daily briefings and handovers, ensuring smooth flow of information.



Keep updated on hotel facilities, services, and local attractions to assist guests effectively.

Guest Satisfaction:

Anticipate guest needs and take ownership of delivering exceptional service.



Handle guest feedback tactfully and escalate major concerns to the Duty Manager or FOM.



Ensure guest loyalty by consistently demonstrating IHG's "True Hospitality" values.


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