Duty Manager Front Office-HIEX BLREP

Key Responsibilities Guest Service

Supervise Front Office operations including check-in, check-out, reservations, and guest inquiries.

Act as the “Manager on Duty” during shifts, ensuring high levels of guest satisfaction.

Handle guest complaints promptly and professionally, resolving issues or escalating when necessary.

Maintain visibility in the lobby, offering assistance to guests at all times.

Ensure guest requests (transport, wake-up calls, special arrangements) are handled efficiently.

Operational Duties

Monitor room allocations, reservations, and availability to maximize occupancy and revenue.

Ensure smooth coordination with Housekeeping, Engineering, and F&B departments.

Oversee cashiering, billing, and night audit processes when on duty.

Maintain proper records of incidents, guest feedback, and handovers.

Ensure loyalty program (IHG One Rewards) standards are communicated and promoted to guests.

Team & Leadership

Supervise, guide, and motivate the Front Office team during shifts.

Provide on-the-job training and coaching to Guest Service Associates.

Conduct shift briefings and ensure smooth handovers between shifts.

Assist in scheduling, rostering, and monitoring team performance.

Compliance & Safety

Adhere to all IHG brand standards, SOPs, and guest service guidelines.

Ensure compliance with hotel safety, security, and emergency procedures.

Handle lost & found property as per hotel policy.

Monitor grooming, discipline, and conduct of Front Office staff.

Job Requirements

Education: Degree / Diploma in Hotel Management preferred.

Experience: Minimum 2–4 years in Front Office; prior supervisory / duty manager experience in hotels is an advantage.

Skills & Competencies:

Excellent guest service and problem-solving skills

Strong leadership and team management ability

Good communication skills (English required, additional languages an advantage)

Ability to handle pressure and resolve conflicts

Knowledge of PMS (Opera / similar) and hotel systems

Key Competencies (IHG Standards)

Guest Love → Put guests at the center of all actions

Do the Right Thing → Follow SOPs, policies, and ensure compliance

Show We Care → Support and develop team members while assisting guests

Aim Higher → Strive for operational excellence and service improvements

Celebrate Difference → Create an inclusive and welcoming environment for guests and colleagues