Shift Leader (Front Office Supervisor)

What’s the job?

As Shift Leader, you’ll demonstrate InterContinental Luxury Fundamental service quality at all times to deliver memorable Arrival and Departure experiences for our guests.

Your day-to-day

1. Ensures maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival to departure.
2. Ensures that IHG One Rewards Members and InterContinental Ambassadors are recognised and well taken care of during arrival, the stay and departure.
3. Handles any incidents and guest complaints with Duty Manager and records in Log Book. Follows up and resolves accordingly to ensure positive guest satisfaction/experience.
4. Has thorough knowledge of hotel facilities including the timings, charges, cuisine served in different outlets and offers assistance when necessary.
5. Liaises with Concierge, Airport Concierge and team members for transportation arrangements.
6. Promotes Inter-Hotel sales and in-house facilities (restaurant outlets, swimming pool, gym, SPA).
7. Ensures that all duties are carried out in line with the Hotel Policy with high standards of personal appearance, personal hygiene, correct uniforms and name badges as outlined in the staff handbook.
8. Has ‘In the Know’ knowledge of the city to be able to offer suggestions if required.
9. Performs ad-hoc duties – unexpected moments when we have to pull together to get a task done.
10. May assist with other duties as assigned.
11. Participates in IHG training programs for self-development.
12. Follows the daily operation checklists in order to ensure smooth operation and complete your jobs to support your team.

What we need from you

1. Speak local language. English language skill both written and verbal is a plus.
2. Having self-transportation is an advantage.
3. Communication skills are utilized a significant amount of time when interacting with clients and guests.