Guest Service Leader

JOB DESCRIPTION:

• Participate in the preparation of the annual departmental operating budget
• Monitor budget and control expenses with a focus on increasing productivity
• Analyze financials to drive revenues, future profitability and maximum return on investment
• To assist in the hotel's revenue growth by leveraging on the company's systems & procedures
• Manage day-to-day staffing requirements, plan and assign work
• Provide SGSA and GSAs mentoring, coaching and regular feedback to help manage conflict
• Educate/train team members in compliance with federal, state and local laws & safety regulations
• Manage third party vendor staffing requirements, plan and assign work
• Develop programs that drive improvements in team member engagement and are aligned with the Make Every Interaction Counts brand service behaviors
• Responsible for SGSA/GSA Training / Rostering / Coaching as directed by the Assistant Rooms Division Manager, Rooms Division Manager or General Manager
• Respond to guest complaints and ensure corrective action to resolve their issues / concerns
• Advise employees of deficiencies and instruct on corrective action. Provide retraining as needed
• Demonstrate BrandHearted behaviors by maintaining compliance with all required brand standards, behaviors, hallmarks and license agreement mandates
• Make time to interact with guests, solicit feedback and build relationships
• Responsible for IHG Rewards Club enrolment and recognition
• Ensure the one team approach by assisting in all Reception tasks when required
• Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service Level Standards
• Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management
• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotels or owners policies and procedures and regulatory requirements
• Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotels carbon footprint
• Act in a responsible and senior way when dealing with hotel revenue
• Support Hotel Indigo operation base on Brand Standard and Local authorities guidelines when needed
• Perform other duties as assigned by your superior, EAM, Hotel Manager or General Manager

QUALIFICATIONS AND REQUIREMENTS:

• Min Diploma or equivalent plus four years service industry experience
• Supervisory experience is essential
• Proficient in written and spoken English