Job Description

22 Oct 2025

Business Unit:

Vivanta Goa, Miramar

Department:

Operations

Description:

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.

Job Objective

Assists the Director of Operations in managing and executing departmental functions and supervising A1 associates on a day to day basis. Will be the shift incharge and act as a one point contact who would directly work and oversee processes and procedures at Front Desk, Restaurants, IRD, Banquets and room floors. Ensures guest and associate satisfaction and maximize the financial performance of the department and deliver products and services to achieve and exceed total guest satisfaction by providing service, which is iconic and maximize organizational profitability through effective utilization of all resources.

Essential Job Tasks
Areas of Responsibility
Develops specific goals and plans to prioritize, organize, and accomplish your work

Ensures daily performance and manage revenue as per the forecast at all outlets

Handle walk-in reservations

Handle all Guest complaints and situation handling

Staffing and Scheduling of the shift and allocation of duties.

Ensures the upkeep, cleanliness and appearance of the hotel is maintained at all time according to the brand standards.

Develops and Sustains productive customer relationships, actively seeking information to understand and address guests needs

Prepares reports of guest feedback on Trust You and on other Social Media Platforms and ensures appropriate corrective action is taken in consultation with HOD Operations

Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results

Facilitate learning and development for all the team members.

Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.

Prepare leave planner in consultation with the department head.

'Reviews audit findings - Safety/Hygiene and TPAM (Taj Positive Assurance Model) and takes corrective measures to ensure full compliance. Conducts the internal audit checklists as per the IHCL Safety Guidelines

Identifies risks and develop HIRA (Hazard Identification and Risk Assessment).

Assists the Director of Operations in adhering to roles and responsibilities pertaining to safety as defined by the hotel from time to time as per the PCM (Progressive Consequence Management) SOP and IMBC (Incident Management and Business Continuity)

Review the profit and loss statement of the outlets and draw up action plans.

Coordinates with Engineering to periodically review the guest floors and upholstery condition to check its quality and if a replacement is required.

Inspects all Guest Floor areas regularly to note and immediately rectify operational flaws if any.

Plans and reviews the pest control functions, horticulture activities and laundry function in the hotel and review the performance of outsourced vendors.

Ensure that all the operational standards set for all the processes are followed.


Required Qualifications

Degree in Hospitality Management

Work Experience

At least 3 years of relevant experience at a managerial position

Languages Needed in Position
Key Interfaces- External
Key Interfaces- Internal
Behavioural Competencies
Change Championship
Collaborative Engagement
Growth Mindset
Guest Centricity
Personal Effectiveness
Process Excellence
Result Orientation
Talent Enrichment
Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, colour, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.