**Key Responsibilities:**

**1. Guest Service & Brand Experience**

+ Ensure all guests receive service as per **IHG Way of Clean** and brand service standards.
+ Handle VIP arrivals, guest complaints, and special requests promptly and professionally.
+ Maintain high guest satisfaction scores (GSTS / Medallia targets).
+ Ensure brand greetings and service touchpoints are followed consistently.

**2. Operational Management**

+ Supervise Front Office, Housekeeping coordination, and F&B during shift.
+ Conduct daily shift briefings and ensure smooth handovers.
+ Monitor room inventory, room status, and overbooking situations.
+ Ensure compliance with SOPs and emergency procedures.

**3. Team Leadership**

+ Guide and support team members during shifts.
+ Ensure grooming standards and professional conduct as per brand guidelines.
+ Assist in training new associates on brand standards and service delivery.

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