About this role
- Ensure a warm, professional, and personalized welcome for all guests, including VIPs, repeat guests, and loyalty members.
- Anticipate guest needs and proactively resolve concerns to exceed expectations.
- Handle guest complaints efficiently, ensuring quick resolution and follow-up.
- Maintain strong guest relations throughout the guest journey—from arrival to departure.
- Support front office operations during peak hours, including check-in and check-out when required.
- Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest service.
- Monitor room allocations, special requests, and amenities for VIP and long-stay guests.
- Ensure brand standards and SOPs are consistently followed.
- Assist in supervising Guest Relations / Front Office Associates.
- Provide on-the-job training and coaching to enhance service quality and guest engagement.
- Act as a role model for service behavior and professionalism.
- Monitor guest feedback, online reviews, and internal guest satisfaction reports.
- Take corrective actions based on feedback to improve service quality.
- Maintain guest history and preferences to enhance personalization.
- Prepare daily guest relation reports, VIP lists, and incident logs.
- Maintain accurate records of guest interactions and service recovery actions.
- Graduate or Diploma in Hotel Management or Hospitality Management preferred.
- Minimum 2–4 years of experience in Front Office or Guest Relations in a reputed hotel (brand hotel experience preferred).
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Guest-focused mindset with attention to detail.
- Ability to lead and motivate a team.
- Proficient in hotel PMS (Opera preferred) and basic computer skills.
- Well-groomed with a professional and approachable demeanor.
Other facts
About IHG
IHG Hotels & Resorts [LON:IHG, NYSE:IHG (ADRs)] is a global hospitality company, with a purpose to provide True Hospitality for Good.
With a family of 19 hotel brands and IHG One Rewards, one of the world's largest hotel loyalty programmes, IHG has over 6,300 open hotels in more than 100 countries, and a development pipeline of over 2,000 properties.
Luxury & Lifestyle: Six Senses Hotels Resorts Spas, Regent Hotels & Resorts, InterContinental Hotels & Resorts, Vignette Collection, Kimpton Hotels & Restaurants, Hotel Indigo
Premium: voco hotels, HUALUXE Hotels & Resorts, Crowne Plaza Hotels & Resorts, EVEN Hotels
Essentials: Holiday Inn Express, Holiday Inn Hotels & Resorts, Garner hotels, avid hotels
Suites: Atwell Suites, Staybridge Suites, Holiday Inn Club Vacations, Candlewood Suites
Exclusive Partners: Iberostar Beachfront Resorts
InterContinental Hotels Group PLC is the Group's holding company and is incorporated and registered in England and Wales. Approximately 345,000 people work across IHG's hotels and corporate offices globally.
Visit us online for more about our hotels and reservations and IHG One Rewards. To download the IHG One Rewards app, visit the Apple App or Google Play stores.
What you'll do
- The Guest Relation Supervisor is responsible for ensuring a warm and personalized welcome for all guests and proactively resolving concerns to exceed expectations. They also support front office operations and maintain strong guest relations throughout the guest journey.
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