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Experience
2 - 6 Years
Education
Bachelor of Hotel Management(Hotel Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Every day is different at IHG, but you ll mostly be:
- Supervising daily Front Office and Guest Services operations to ensure smooth, efficient, and guest-focused service.
- Acting as a key point of contact for guests, handling inquiries, requests, complaints, and feedback with professionalism and urgency.
- Maintaining a strong lobby presence, engaging with guests, and ensuring every interaction is warm, personalized, and aligned with brand standards.
- Supporting, training, and coaching the Guest Experience team on service protocols, upselling techniques, complaint handling, and guest personalization.
- Collaborating with Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest journeys from pre-arrival to post-departure.
- Monitoring and analyzing guest feedback from surveys and review platforms and initiating corrective actions as needed.
- Managing guest check-ins, check-outs, payments, and system profile accuracy, especially during peak periods and high occupancy.
- Ensuring proper handling of VIP guests, loyalty members, guest preferences, and service recovery cases, while promoting IHG One Rewards enrollment.
- Conducting service audits, ensuring staff grooming, conduct, and brand service standards are consistently met.
- Maintaining accurate records, managing scheduling, supporting inventory control, and assisting with ad hoc duties as required.
- Establishing effective communication with all departments to address guest needs and operational matters promptly.
Desired Candidate Profile
Bachelor s degree in Business, Hospitality, or a related field.
- 2 4 years of experience in Front Office, Guest Relations, with at least 2 years in a supervisory capacity.
- Proven customer service and conflict resolution skills, with strong problem-solving abilities.
- Excellent communication and interpersonal skills, with advanced English (additional languages are a plus).
- Proficiency in hotel PMS systems (e.g., Opera) and Microsoft Office.
- Ability to lead, motivate, and develop team members while maintaining high service standards.
- Strong attention to detail, service orientation, and adaptability in a fast-paced, guest-facing environment.
- Flexibility to work shifts, nights, weekends, and public holidays.
Company Industry
- Hotels
- Hospitality
Department / Functional Area
- Chefs
- F&B
- Housekeeping
- Front Desk
Keywords
- Guest Experience Supervisor
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voco
At voco Cairo Arabella Plaza, the very first voco in Egypt,/strong> we are setting new standards in hospitality by blending the warmth of Egyptian service with the unique charm of the voco brand.