Duty Manager

At Intercontinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and in the know which means we need you to:

Invite discovery: we are open to experiencing and building our knowledge of ourselves, the people and the cultures around us – and invite and encourage others to do the same.

Embrace empowerment: we cultivate environments where we celebrate differences, foster belonging and actively empower and care for each other.

Champion possibility: we are proud to be a global luxury brand that continuously innovates, set the standard, and pushes what’s possible for our industry, our guests and our colleagues.

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 recognize 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.

QUALIFICATIONS

• A Diploma or equivalent in Hotel Management/Business Administration, with 1 year of Front Office/Guest Service experience, including management experience.

• Fluency in English; proficiency in other languages is preferred.

Key Requirements:

• Ability to stand for extended periods behind the desk and in front office areas.

• Capacity to lift or carry items weighing up to 50 pounds.

• Proficiency in handling various objects and using a keyboard to operate property management and reservation systems.

• Strong communication skills for interacting with guests, employees, and third parties, reflecting well on the hotel, brand, and company.

• Frequent use of reading and writing for completing paperwork, management reports, and training.

• Basic mathematical skills, including budgeting, profit/loss concepts, percentages, and variances.

• Regular use of problem-solving, organizational, and training abilities.

• Willingness to travel for workshops, specialized training, or certifications.

• Flexibility to work nights, weekends, and holidays as required.

What we offer
We’ll reward your hard work with a competitive salary and a comprehensive benefits package – including generous room and dining discounts, exceptional training opportunities and a strong support for your ongoing career development.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve – visit www.http://careers.ihg.com to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.