Job Description

Key Responsibilities

Guest Engagement & Service

Greet all guests warmly and professionally upon arrival.



Assist with check-in and check-out in accordance with IHG/HIEX standards.



Provide accurate information regarding hotel services, facilities, and local attractions.



Handle guest queries, requests, and complaints promptly and efficiently.



Maintain a high level of guest satisfaction through friendly and personalized service.

Front Desk Operations

Manage room reservations, cancellations, modifications, and no-show procedures.



Allocate rooms as per guest preferences and operational availability.



Ensure all guest details, payments, and documentation are accurately recorded in the PMS (Opera/Amadeus).



Process billing, invoicing, and cashiering tasks with 100% accuracy.



Coordinate with Housekeeping and other departments to ensure timely room readiness.

Brand & Quality Standards

Ensure compliance with IHG Way of Clean and Holiday Inn Express brand service standards.



Follow grooming standards, operational SOPs, and safety/security protocols at all times.



Maintain the lobby and front desk area in a clean, organized, and guest-ready condition.

Communication & Coordination

Provide clear handovers during shift change.



Coordinate guest requests with relevant departments (HK, F&B, Engineering, Security).



Assist in emergency procedures as per training.

Systems & Reporting

Work efficiently on property management systems (Opera/Amadeus).



Prepare daily reports as required.



Maintain accurate records for arrivals, departures, and in-house guests.

Skills & Competencies

Excellent communication skills (verbal & written).



Strong guest service orientation.



Ability to multitask and handle pressure.



Positive attitude and professional grooming.



Knowledge of hotel operations and PMS.



Problem-solving and time-management skills.


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