• Primary Responsibilities:
• Oversee daily Front Desk and Housekeeping operations for consistent service delivery.
• Maintain full compliance with IHG brand standards, quality audits, and required certifications.
• Monitor room inventory, occupancy, and extended-stay guest needs.
• Ensure accurate financial reporting, labor management, and cost controls.
• Guest Experience & Quality Assurance
• Lead a service-oriented culture focused on welcoming, problem-solving guest service.
• Respond to escalated guest concerns and implement corrective actions.
• Conduct regular property walks, room inspections, and cleanliness audits.
• Maintain high guest satisfaction, cleanliness, and brand metric scores.
• Recruit, train, and coach Front Desk and Housekeeping staff.
• Conduct performance evaluations and ongoing development.
• Ensure proper scheduling, payroll accuracy, and staffing coverage.
• Foster a positive, accountable, team-oriented work environment.