Job Description

Description

Ensure maximum guest satisfaction

through personal recognition and prompt, cordial attention from arrival to departure. Monitor and ensure that

IHG One Rewards Members, InterContinental Ambassadors

, and VIP guests receive exceptional attention, care, and personalized service during their stay. Address and resolve

guest complaints and incidents

in a timely and effective manner, coordinating with the Duty Manager when needed and documenting actions in the Log Book. Respond promptly to

guest needs

, ensuring requests are met and problems are solved with a focus on

guest satisfaction

and experience. Handle guest

inquiries

about hotel services, local attractions, and activities, offering tailored suggestions and assistance. Supervise and manage

Front Office

,

Guest Relations

, and

Reception

teams, ensuring a high standard of service is maintained. Ensure all team members are properly trained on

systems, security protocols

, and

service standards

to maintain smooth operations. Actively

mentor, coach, and provide feedback

to team members, supporting their professional development and improving team performance. Monitor and enforce

standards of conduct, uniform, hygiene

, and appearance to maintain a professional image. Ensure that team members have the

tools and equipment

needed to effectively carry out their job duties.

Coordinate with other departments

to ensure smooth guest service and resolve any issues promptly. Oversee

shift operations

, ensuring front office processes, check-in/check-out procedures, and room assignments are completed efficiently. Ensure

hotel policies

and

standards

are adhered to across all areas, maintaining consistency in operations and guest experience.

Review daily reports

, including guest billing instructions, credit limits, and the rate variance report to ensure compliance and revenue control. Monitor occupancy, room availability, and ensure rooms are

prepared on time

for arriving guests, coordinating with Housekeeping and Maintenance as necessary.

Assist with operational checklists

, ensuring daily procedures are completed and tasks are managed effectively.

Monitor and control guest billing

, ensuring accurate charges and prompt resolution of any discrepancies. Ensure the

smooth functioning of the Property Management System (PMS)

, taking immediate action in the event of any system failures or emergencies. Actively participate in

upselling and revenue initiatives

, promoting hotel facilities, dining outlets, and services to enhance revenue.

Respond to emergency situations

, including system downtimes, and implement recovery procedures effectively. Ensure that all team members are fully trained in

emergency protocols

, including fire safety, evacuation procedures, and first-aid measures. Act as a

point of contact

in any crisis or incident situations, managing operations and guest welfare until resolution.

Promote inter-hotel sales

, including dining, spa, pool, gym, and other in-house services, and encourage guests to take advantage of hotel amenities.

Collaborate with the Concierge and Airport Concierge

team to ensure smooth transportation arrangements for guests, including airport pick-up/drop-off. Keep up-to-date with

local events and attractions

, offering guests suggestions and recommendations as needed.

Participate in IHG training programs

to improve personal skills and development. Provide guidance and training for new team members, ensuring they understand hotel policies, procedures, and customer service standards. Perform

ad-hoc duties

as required, stepping in to support the team with unexpected tasks or demands. Ensure completion of any

necessary administrative work

, including the documentation of incidents, guest feedback, and other operational reports. Represent the hotel brand with

pride and professionalism

, maintaining a polished appearance and professional demeanor at all times. Be the

face of the hotel

during shift, ensuring that the team and guests feel supported and valued. Support loyalty program initiatives by encouraging enrollment and educating guests about program benefits.

What We Need From You

Speak local language. English language skill both written and verbal is a plus. Having self-transportation is an advantage. Communication skills are utilized a significant amount of time when interacting with clients and the guests. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.