Duty Manager

**What's the job?**

The Duty Manager play a significant role in providing consistent, reliable service in the hotel including superior cleanliness standards and optimum manpower productivity. Accountable for Guest Services Agent’s execution of the consistent Holiday Inn Express guest experience.

**Your day-to-day**
- Participate in the preparation of the annual departmental operating budget.
- Monitor budget and control expenses with a focus on increasing productivity.
- Analyse financials to drive revenues, future profitability, and maximum return on investment.
- 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.
- 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 Stay Real Be You 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.
- 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 team members 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.
- 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.
- 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 responsibly when dealing with hotel revenue.

**What we Need from you**
- 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.

**What you can expect from us**:
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life - including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.