Senior Duty Manager

2 weeks ago


Singapore Holiday Inn Express Full time

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.

The Senior Duty Manager leads the Guest Services Team and takes key responsibility for the Guest Experience aspect of the Hotel. You will be accountable for the Guest Services Team’s execution of consistent Holiday Inn Express Guest Experience. You will ensure that all procedures and operations for the Guest Services Team will be in line with Brand Standards, employee welfare and Guest Experience. Your roles and responsibilities will include but not limited to the following:
**FINANCIAL RETURNS**:

- Preparation of the annual departmental operating
- Monitor budget and control expenses with a focus on increasing pro
- Responsible for Front Office inventory, managing cost and usage.
- Analyse financials to drive revenues, future profitability, and maximum return on investment

**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 Make Every Interaction Count brand service behaviours
- 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**:

- 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, behaviours, hallmarks and license agreement mandates.
- 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.

This is a leadership role that involves effective running of the Guest Services operations, including managing the operational team whilst overseeing third party vendors. You will act as the Rooms Division Manager or equivalent in his/ her absence.
- Minimum Diploma/ Degree in Hospitality, or equivalent.
- 4 years’ related experience in the same role, or an equivalent combination of education and experience
- A positive and keen to learn attitude.
- Must be proficient in written and spoken English and with good communication skills.

In return for your hard work, you can look forward to a highly competitive compensation 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 IHG Hotels & Resorts 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.

What we need from you
Holiday Inn Express is the smart choice for sa



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