Duty Manager

**About us**
At **Hotel Indigo**®** & **Holiday Inn Express**® **our team members are full of neighbourhood knowledge; they know where to find the hidden gems worth exploring. That’s the Hotel Indigo & Holiday Inn Express way. That’s where you come in. When you’re part of the Hotel Indigo & Holiday inn Express brand you’re more than just a job title.

At Hotel Indigo & Holiday Inn Express we look for people who are energetic, approachable and cultured with a sense of fun; always curious to discover more and share thoughtful suggestions with our guests.

**Your day to day**
Join us as a **Duty Manager **in **Hotel Indigo Singapore Katong & Holiday Inn Express Singapore Katong** You’ll have ambition, talent and obviously some key skills because, for this vital role, we’re looking for someone who can
- Reports directly to and communicates with the Rooms Division Manager on all pertinent matters affecting guest service and hotel operations.
- Provides functional assistance and direction to all departments.
- Cooperates, coordinates and communicates with other hotel departments as required.
- Supervises and directs Reception and Reservations personnel.
- Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
- Works with Superior and Human Resources on manpower planning and management needs
- Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
- Responds to guest needs and resolves related problems.
- Supports and assists Front Office personnel and all departments at peak periods.
- Ensures VIPs and priority club guests receive special attention.
- Inspects front of house and back of house regularly for cleanliness.
- Assists Guest Relations in greeting, rooming, and sending off VIP guests.
- Manage day-to-day staffing requirements, plan and assign work, establish performance and development goals for team members
- Provide mentoring, coaching and regular feedback to help manage conflict and improve employee engagement.
- Ensure ‘one team approach’ and quality service through daily communication and coordination.
- 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 behaviors by maintaining compliance with all required brand standards, behaviors, 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.
- Responsible for IHG Rewards Club enrolment and recognition.
- Assist guest services agents in all Reception tasks.
- Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service Level Standards.
- Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management.
- Checks billing instructions and monitors guest credit.
- Analyses and approves discounts and rebates.
- Ensures front line staff complies with FIT marketing techniques and maximize sales.
- Analyses the rate variance report to ensure rooms revenue control

**What we need from you** Requirements for this role**
- Minimum Diploma or equivalent
- At least 3 years’ experience in front desk in a hotel industry.
- Supervisory experience essential
- Must be proficient in written and spoken English.
- Passionate about customer service
- Ability to thrive in a dynamic environment

**What we offer** In return for your hard work, you can look forward to a highly competitive salary and benefits package, including**
- Duty Meals
- Birthday Off
- Medical Benefits
- Dental Benefits
- Insurance Coverage
- 25-50% F&B Discount at restaurants within IHG Singapore Hotels
- Special Employee Rate at all IHG Hotels worldwide
- Room to Grow Opportunities

Job Reference: EMEAA35782