**Key Responsibilities** **Guest Service Excellence** + Ensure all guest interactions reflect the hotel’s luxury standards, focusing on personalized, warm, and efficient service. + Act as the first point of escalation for resolving guest concerns, complaints, or special requests, ensuring swift and satisfactory resolutions. + Monitor and maintain the lobby, reception, and other guest-facing areas to ensure a welcoming and polished atmosphere. + Ensure team members are consistently delivering InterContinental’s brand promise and creating memorable guest experiences. **Team Supervision and Training** + Supervise the Guest Services team, including front desk, concierge, and bell services, ensuring daily tasks are completed to the highest standards. + Assist in training and onboarding new team members, focusing on luxury service delivery, brand standards, and guest engagement. + Provide ongoing coaching and performance feedback to team members to foster a culture of excellence and continuous improvement. + Manage scheduling to ensure adequate staffing levels during peak times and seamless service coverage. **Operations Management** + Oversee daily front office operations, including check-ins, check-outs, room assignments, and handling VIP and group arrivals. + Monitor billing processes to ensure accuracy and resolve discrepancies or issues promptly. + Coordinate with other departments, such as Housekeeping, Engineering, and F&B, to ensure a cohesive and exceptional guest experience. + Assist with implementing and maintaining the IHG Standard protocols, ensuring the health and safety of guests and employees. **Guest Engagement and Retention** + Develop and maintain strong guest relationships, identifying opportunities to exceed expectations and create loyalty. + Promote IHG Rewards Club membership and encourage guests to participate in loyalty programs. + Ensure VIP guests and repeat visitors receive personalized attention, including welcome amenities and tailored services. **Reporting and Communication** + Prepare and share daily operations reports, guest feedback, and any issues with the Front Office Manager. + Ensure seamless communication across shifts, including effective handovers to maintain continuity in guest service. + Monitor guest feedback on platforms such as guest comment cards, online reviews, and surveys, identifying trends and opportunities for improvement. **Qualifications and Experience** + Diploma or degree in Hospitality Management or a related field. + Minimum 2-3 years of experience in front office or guest services roles, preferably in a luxury hotel environment. + Strong leadership skills with prior experience supervising a team. + Excellent communication and interpersonal skills, with fluency in English; additional languages are a plus. + Exceptional problem-solving abilities and a guest-centric mindset. + Proficiency in hotel management systems (e.g., Opera) and Microsoft Office Suite. + Ability to handle pressure and maintain professionalism in a fast-paced environment. + Flexibility to work varied shifts, including weekends and holidays. 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. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.