What's the job?
Duty Manager (DM)s play a significant role in providing consistent, reliable service in the hotel including superior cleanliness standards and optimum manpower productivity. Accountable for Guest Service Agents’ (GSA) execution of the consistent Holiday Inn Express guest experience.
In addition, the DM will be a Champion in one of the following areas;
- The Guest Experience & Brand Standards Champion is pivotal to delivering our unique Guest Experience and is responsible for consistent delivery of the Express guest experience. Key areas of responsibility will be efficiently anticipating the needs of the guest and identifying operation barriers to delivering the unique Guest Experience. The role acts as the custodian of Holiday Inn Express service delivery.
- The Great Room Champion liaises with the outsourced food provider, overseeing and directing the Great Room efficiently to ensure modern and uncomplicated customer service is delivered consistently and revenue goals are met.
- The IHG One Rewards Champion ensure all training is provided regarding IHG One Rewards. Keys areas of responsibility will be to attend calls/training, motivate the Guest Services Team for enrollments and ensure all collaterals are up to date.
- The Employee Engagement & Training Champion ensure all training is provided to ensure the team are equipped to deliver the guest experience & key responsibilities of Guest Services team. Keys areas of responsibility will be to ensure an engaging environment that supports development and opportunities to grow, drive team spirit and support and ensure the wellbeing of the Guest Services Team
Your day-to-day
Financial Returns:
- Participate in the preparation of the annual departmental operating budget.
- Monitor budget and control expenses with a focus on increasing productivity.
- 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:
- Provide GSA’s mentoring, coaching and regular feedback to help manage conflict and improve employee engagement.
- Educate/train team members in compliance with federal, state and local laws & safety regulations.
- Ensure the team is job trained and has the tools and equipment to complete job duties.
- Manage third party vendor staffing requirements, plan and assign work.
- Ensure ‘one team approach’ and quality service through daily communication and coordination.
- Develop programs that drive improvements in team member engagement and are aligned with the Make Every Interaction Counts brand service behaviors.
- Develop, implement and monitor team member succession planning to ensure future strength.
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 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 One Rewards enrolment and recognition.
- Ensure the ‘one team approach’ by assisting in all Reception tasks when required.
- Assist GSA’s 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.
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 Operations Manager, Hotel Manager or General Manager.
What we need from you
Minimum Diploma or equivalent plus three-four years’ service industry experience. Supervisory experience is essential. Must be proficient in written and spoken English.
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