Assistant Manager - Guest Relations | Holiday Inn New Delhi Aerocity

Hotel Brand: Holiday Inn
Location: India, New Delhi

Hotel: New Delhi Int'l Airport (DELAP), Asset Area 12, Hospitality District Aero City, 110037

Job number: 129171



l Travel is a journey. We help make it a joy.
Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So, if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn® family. to all, we’d love to give you a warm welcome to the Holiday Inn® family.

Duties and responsibilities :

Financial returns:

• Help control hotel overall costs by managing the Service Recovery expenses to delight the guests.
• Contribute to hotel revenues through upselling/upgrading and sales of other Concierge services. 

People:

• Manage day-to-day staffing requirements, plan and assign work, and work with their team to establish performance and development goals. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. 
• Ensure staff is properly trained on systems, security and Guest Experience championing procedures, and service and quality standards.
• Ensure all team members are properly trained in areas such as: service delivery, hotel facilities and services, local directions, etc. and have the tools and equipment needed to effectively carry out their job functions.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Guest experience:

• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction. Communicate any outstanding guest requests or issues to other necessary departments and ensure follow up.
• Collect, provide and maintain comprehensive updated knowledge to be prepared to meet guest requests and deliver superior service. These services could include: sporting events, places of interest, restaurants, theatre, airline, transportation tickets, limousine rentals, sightseeing tours, spa services, sitters, florists, couriers, mail services, international calls and any other information of interest. 
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Supports implementation of the customer recognition/service program, communicating and ensuring the process.
• Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
•  Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Sets a positive example for guest relations.
•  Empowers employees to provide excellent customer service.
•  Maintains high visibility in public areas during peak times.
•  Provides immediate assistance to guests as requested.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. 

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG^® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude:  being caring, wanting to make a positive difference, and building genuine connections with guests 
• True Confidence : having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening : focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness : is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people

What we offer : 

We’ll reward all your hard work with a great work environment and benefits – including but not limited to F&B Discount, IHG Employee Rate, Hotel Uniform, Meal at Employee Restaurant, excellent development, and advancement opportunities across the globe.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit   to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Travel is a journey. We help make it a joy. 

Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. At Holiday Inn®️ we thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn®️ family.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.