Duty Manager

**About us**
At InterContinental® Hotels & Resorts our role is to put the glamour into international travel. That’s where you come in. When you’re part of the InterContinental Hotels & Resorts brand you’re more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations. Join our team as Duty Manager in InterContinental Singapore Robertson Quay. You’ll have ambition, talent and obviously, some key skills.

**Your day to day**
Under the general direction of the Assistant Rooms Division Manager, support and oversee the daily operation of the Front Office team to ensure all guests receive a consistent luxury experience. You will be required to coordinate with all other departments within the hotel to ensure a seamless guest experience is consistently delivered.

PEOPLE
- Assists the department in planning for future staffing needs
- Assist the Assistant Rooms Division Manager in recruiting in line with company guidelines
- Prepares and administer detailed induction program for new staff
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
- Ensures training needs analysis of Front Office is carried out and training programs are designed and implemented to meet needs.
- Provides input for probation and formal performance appraisal discussions in line with company guidelines
- Coach, counsel and discipline staff, providing constructive feedback to enhance performance
- Regularly communicate with staff and maintain good relations.
- Cooperate, coordinate and communicate with other hotel departments as required
- Supervise and directs Reception personnel.
- Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

GUEST EXPERIENCE
- Assist Guest Relations in greeting, rooming, and sending off VIP guests.
- Ensure VIPs, InterContinental Ambassadors and IHG Rewards Club Members receive special attention
- Responds to guest needs and resolves related problems
- Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
- Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
- Take action to address these needs in order to exceed their expectations and or resolve any problems.
- Create a positive hotel image in every interaction with internal and external customers
- Actively work to ensure the department and team adhere to hotel brand standards
- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
- Assist guests and escort them to locations within the hotel at their request
- Maintain knowledge of special programs and events in the hotel in order to recognise and respond to guest’s needs
- Maintain current Hotel information to be able to provide information to guests

RESPONSIBLE BUSINESS
- Reports directly to and communicates with the Assistant Rooms Division Manager on all pertinent matters affecting guest service and hotel operations.
- Inspects front of house and back of house regularly for cleanliness.
- Provides input for Front Office meetings.
- Checks billing instructions and monitors guest credit
- Analyses and approves discounts and rebates.
- Analyses the rate variance report to ensure rooms revenue control
- Takes action with the Property Management Systems (PMS) in emergency situation.
- Fully conversant with all hotel emergency procedures.
- Ensures front line staffs comply with FIT marketing techniques and maximize sales.

**What we need from you**
- has at least 2 year experience in a similar capacity in hospitality industry
- is a great team player responsible for the operations of the front desk in the hotel
- is willing to go the “Extra Mile” in order to exceed guests’ expectation
- has supervisory skills to guide and coach junior colleagues
- is able to work on a rotating roster

**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
- Duty Meal
- 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 InterContinental 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 6000 hotels in over 100 countries around the world.

Job Reference: EMEAA33792