Duty Manager

**About us**
Holiday Inn Express is the smart choice for savvy business and leisure travelers, offering a relaxed, affordable and hassle-free stay every time. Located at the heart of key business and leisure districts, every Holiday Inn Express is just steps away from dining and entertainment options.

As a Team Member at Holiday Inn Express, you will experience a variety of roles in your daily job and will be empowered to make a difference. You will be part of a multi-skilled, multi-talented, collaborative and action-oriented team to deliver the **SMART** experience, providing everything our guests need and nothing they don’t.

**Your day to day**
The Duty Manager will fulfill a leadership role in the hotel providing consistent, reliable service including superior cleanliness standards and optimum manpower productivity. They will 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.

**Financial Returns**:

- Participate in the preparation of the annual departmental operating
- Monitor budget and control expenses with a focus on increasing pro
- 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.
- Assist with third party vendor induction and support in managing the performance of third party vendors.

**People**:

- Manage third party vendor staffing requirements, plan and assign work.
- Ensure ‘one team approach’ and quality service through daily communication and coordination.
- Drive improvements in team member engagement and are aligned with our brand service behaviours.

**Guest Experience**:

- Respond to guest complaints and ensure corrective action to resolve their issues / concerns.
- Carry out the special needs and requests of guests and repeat visitors.
- Advise employees of deficiencies and instruct on corrective action. Provide retraining as needed.
- Demonstrate BrandHearted behaviours by maintaining compliance with all required brand standards, behaviours, hallmarks and license agreement mandates.
- Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
- Make time to interact with guests, solicit feedback and build relationships.
- Ensure the ‘one team approach’ by assisting in all Reception tasks when required.

**Responsible Business**:

- Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel’s or owner’s policies and procedures and regulatory requirements.
- Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprint.
- Act in a responsible and senior way when dealing with hotel revenue.
- Perform other duties as assigned by the Assistant Rooms Division Manager, Hotel Manager or General Manager.

**What we need from you**
Minimum Diploma or equivalent, plus two years front desk/guest service leader experience. Some college preferred. Supervisory experience is essential. Must be proficient in written and spoken English. Other languages preferred.

This job requires ability to perform the following:

- Frequently standing up behind the desk and front office areas
- Carrying or lifting heavy items
- Handling objects, products and computer equipment
- Use a keyboard to operate various property management and reservations systems, etc.

Other:

- Communication skills are utilized a significant amount of time when interacting with guests and employees.
- Reading and writing abilities are utilized often.
- Basic math skills are used frequently.
- Problem solving, reasoning, motivating and training abilities are often used.
- Required to work nights, weekends, and/or holidays.

**What we offer**
In return for your hard work, you can look forward to a highly competitive salary and benefits package - including:

- 5-days work week
- Birthday Off
- Learning and Development Opportunities
- Medical Benefit
- Dental/ Optical/ Health Screening Benefit
- Insurance Coverage
- Special Employee rate at all IHG Hotels worldwide

What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.

And because the Holiday Inn Express brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 5800 hotels in over 100 countries around the world.

Job Reference: EMEAA34350