Guest Service Leader

**Job Overview
Guest Services Leader plays a significant role in providing consistent, reliable service in the hotel including superior cleanliness standards and optimum manpower productivity. Accountable for Guest Services Agent’s execution of the consistent Holiday Inn Express guest experience.

At **Holiday Inn Express® **we want our guests to relax and be themselves which means we need you to:

- Be you by being natural, professional and personable in the way you are with people
- Get ready by taking notice and using your knowledge so that you are prepared for anything
- Show you care by being thoughtful in the way you welcome and connect with guests
- Take action by showing initiative, taking ownership and going the extra mile

**Responsibilities**:
**Financial Returns**:

- Preparation of the annual departmental operating budget.
- Monitor budget and control expenses with a focus on increasing productivity.
- Responsible for Front Office inventory, managing cost and usage.
- Analyze financials to drive revenues, future profitability, and maximum return on investment.
- Assist with third party vendor induction and support in managing the performance of third party vendors

**People**:

- Provide mentoring, coaching and regular feedback to help manage conflicts and improve Guest Services Team performance and engagement.
- Ensure all team members are accurately trained and have the job related tools and equipment required.
- Promote “one team approach” and quality service through daily communication and coordination and drive employee engagement.
- Develop programs that drive improvements in employee engagement and are aligned with the Stay Real Be You brand service behaviors.
- Develop, implement and monitor team member succession planning to ensure future bench strength for Holiday Inn Express brand.
- Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
- Responsible for Guest Services Team training and rostering

**Guest Experience**:

- Custodian of the guest satisfaction goals including Guest Love, Loyalty Recognition and Problem Resolution. Collaborate with team members to establish and implement services and programs to constantly improve guest experience.
- Advise employees of development needs and instruct on action plans. Provide retraining as needed.
- Make time to interact with guests, solicit feedback and build relationships.
- Lead a team to respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction.
- Understand and respond to customer’s needs and ensure a high level of guest satisfaction.
- Demonstrate BrandHearted behaviors by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.
- Support GSAs’ in all guest services tasks.
- Maintain Great Room environment and ensure F&B tasks are also being focused on by Guest Services.

**Responsible Business**:

- Maintain and order Front Office supplies and equipment in a timely and efficient manner while minimizing waste and maintaining “green” initiatives (example: container recycling, and cleaning agents).
- Accountable for IHG fire life safety (FLS) adherence in the hotel.
- Responsible for the security of lost and found items throughout the hotel.
- Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel or owner policies and procedures and regulatory requirements.
- Develop and carry out action plans to be environmentally conscious, take steps to reduce the hotel’s carbon footprint.
- Educate and train team members in compliance with federal, state and local laws and safety regulations.

**ACCOUNTABILITY**

Leadership role involved in the effective running of the Front Office operations, including managing the operational team whilst overseeing third-party vendors. Champion the “one team approach and oversee the Holiday Inn Express brand standards whilst dealing effectively and efficiently with all guest complaints, queries and suggestions