The moment a guest enters the hotel, they will be amazed by the exceptional service provided. As a Duty Manager, you’ll deliver a memorable service to guests by assisting and answering their enquiries that exceeds their expectations. You’ll also create the warm atmosphere that makes our guests feel at home in any location.
A little taste of your day-to-day
Every day is different, but you’ll mostly be:
- React and respond to guests to resolve their problems and also provide them with personal recognition
- Ensure VIPs and priority club guests receive special attention
- Ensures front line team members comply with FIT Marketing techniques, maximize sales and upsell while promoting inter-hotel sales and in-house facilities
- Check billing instructions and monitor guest credit
- Analyzes and approves discounts and rebates
- Analyze the rate variance report to ensure rooms revenue control
- Help prepare annual departmental operating budget and financial plans.
- Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
- Support and assist Front Office team and all departments during peak hours (greeting, rooming and sending off VIP guests)
- Supervises and directs Reception and Reservations personnel in terms of standards of conduct, uniform, hygiene and appearance
- Assist superior in all team member related matters (staffing, recruiting, training, discipline, communication)
- Ensure your team are properly trained according to hotel’s guidelines and quality standards
- Ensure all procedures are conducted safely and according to policies, procedures and guidelines
- Be aware of duty of care, adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Log security incidents and accidents in accordance with hotel requirements
- Takes action with the Property Management Systems (PMS) in emergency situation
What we will need from you
Ideally you have minimum 2 years of working experience in a Supervisory Role in a hotel Front Office department. You have a minimum qualification of Diploma in any aspect and is able to work rotational shift, including night shift.
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.
