IHG Shift Leader - Crowne Plaza Brussels Airport in Brussels, Belgium


At Crowne Plaza®, we want our guests to feel able to do their best, achieve their goals and be recognised for their success. To help them we need you to stay One Step Ahead and:

• Create confidence – by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’ pace in all you do.

• Encourage success – by supporting and respecting your guests and their goals; by recognising them and making them feel valued and important; and offering thoughtful choices to help them feel restored and balanced.

• Make it happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.


Responsible for activities relevant to the Front Desk such as Check in/Check Out,

administrative and financial duties, in respect ofall departemental policies and


Our passion for service and quality will be shown by our smile, greeting, body langguage

grooming and our “Yes “!



 Registers and rooms all arrivals according to established procedures

 Maintains intimate knowledge of departmental standards and procedures

 Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation

 Maintains cashier float and ensures accurate cashier closing at the end of the shift

 Execute all financial transactions as per request in respecting the internal accounting procedures

 Executes all administrative and financial duties related to the shift

 Keeps updated of all modifications to accounting policies and procedures

 Responsible and attends all guest’s request upon their limits of authority

 Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs

 Performs the audit balances and prepares all works for audit in an orderly fashion

 Can apply the standard reservation procedures including concerning availability as well as correct bookings, follow up e-mail messages in the Holidex system

 Ensures that the front desk work area is kept clean and in an orderly state at all times

 Participates actively in the enrolment of guest on the loyalty program and applies whenever possible “up selling techniques” to upgrade the guest or sells all in-house services

 Takes ownership of special project and ensure that deadlines are met


 Comply with Uniform and Grooming Standards to have an impeccable appearance

 Comply with Hotel Rules and Regulations of the Employment Handbook

 Is aware of impact own behavior has on others

 Comply with Time and Attendance Policies

 Actively participate in training and development programs and maximize opportunities for self development

 To treat everybody in the most courteous/friendly manner (internal and external guests) and demonstrate Customer Service attitude by :

 Being attentive and Anticipate Guests needs

 Greets guests by name and reacts on his requests

 Being updated on all hotel information which affects the Guest experience

 Demonstrates a ‘service’ attitude

 Attends to guest’s complaints, inquiries and requests, and repots problems to supervisor/Assistant Manager if he/she unable to assist


 Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety

 Familiarize yourself with emergency and evacuation procedures

 Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager

 Perform tasks as directed by the Manager in pursuit of the achievement of business goals


 Leading others by helping them understand what is expected of them and applies the needed training

 Identifies and acts on performance and behavior of team

 Communicate effectively and positively and shares information within the team to get things done

 Assist the manager by given feedback on performance and identifies area for improvement

and suggest solutions

This list of duties is a general description of the responsibilities and the employees can be requested at all times to perform other duties which are related to their primary job.


Job: Reception

Location: Belgium-Brussels

Requisition ID: BRU000061