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•Provide upscale guest service experiences for clients throughout their stay

•Ensure clients are properly greeted upon their arrival

•Monitor daily bookings and ensure assigned rooms are prepared prior to check-in

•Coordinate luggage collection and storage

•Oversee check-in and check-out procedures, including reservations and financial transactions

•Promptly address guests’ requests, like in-room dining

•Actively listen to and resolve complaints

•Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services

•Coordinate and manage communication between guests and staff and follow up to ensure we resolve concerns

•Inform clients of our hotel services, including breakfast and dining options

•Promote all hotel amenities, conveniences and programs offered

•Manage guest relations team to ensure we comply with all standards and operating procedures

•Appraise team’s performance and produce regular reports

•Examine daily duties, assign tasks and check on progress

•Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings

•Recommend local tourist spots, including places to dine, shop and sight-see

•Establish friendly relationships with regular hotel clients

RESPONSIBLE BUSINESS

•Make all necessary decisions when assigned under the direction of the Operations Manager.

•Liaison between Housekeeping, Engineering, Security, Front Desk, and the other departments within the hotel.

•Follow up the grooming standards of the Team.

PEOPLE

•Oversee work performance of new colleagues when it comes to guest relation.

•Help train front desk staff, new hires on-the-job-trainees (On the Job Training) and cross-trainees.

•Ensure interdepartmental communication is managed effectively.

•Lead, motivate and develop subordinates to effectively achieve the objectives of the front office department.

•Identify internal training needs and develop training programs or recommend necessary training program for all subordinates.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

voco brand comes to life in hotels that you can count on but that are different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Hotels that are built on sustainability where we look after the planet with the same care as we look after our guests and colleagues.

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.