Front Office Team Leader-HIEX-BLREP

Guest Service & Operations:

Supervise and coordinate daily front office operations, ensuring all guests receive prompt, professional, and efficient service.

Manage check-in, check-out, and room assignment procedures in line with brand standards.

Anticipate guest needs and handle complaints or requests promptly and courteously.

Ensure brand service behaviors such as “Simple. Smart. Spot On.” are consistently demonstrated by the team.

Monitor guest feedback through platforms like GuestLove and ensure corrective actions are implemented.

Team Management & Training:

Support and guide Guest Service Associates in their daily tasks.

Conduct on-the-job training to ensure the team adheres to IHG brand standards.

Foster a positive work environment and encourage teamwork and accountability.

Assist the Front Office Manager in preparing staff schedules and managing leave plans.

Financial & System Responsibilities:

Handle cash, billing, and night audit processes accurately.

Ensure correct posting of room charges, settlements, and adjustments.

Monitor up-selling of rooms and promote IHG Rewards Club enrollments.

Coordination & Communication:

Coordinate with Housekeeping, Maintenance, and Security to ensure smooth guest operations.

Maintain effective communication between shifts through proper handovers and daily briefings.

Report any operational issues or guest feedback to the Front Office Manager promptly.

Compliance & Standards:

Ensure all front office procedures comply with Holiday Inn Express operational standards and IHG policies.

Maintain front desk cleanliness, safety, and presentation at all times.

Uphold data privacy, confidentiality, and IHG code of conduct standards.