Duty Manager

About the role 

As the Duty Manager at Holiday Inn Express Singapore Serangoon, you will play a pivotal role in ensuring the smooth and efficient operation of the hotel. This full-time position reports to Operations Manager and will be responsible for 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. 

At Holiday Inn Express® we want our guests to relax and be themselves, which means we need you to: 

• Be you by being natural, professional and personable in the way you are with people 

• Get ready by taking notice and using your knowledge so that you are prepared for anything 

• Show you care by being thoughtful in the way you welcome and connect with guests 

• Take action by showing initiative, taking ownership and going the extra mile 

In addition, the DM will be a Champion in one of the following areas:

1. 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. 

2. 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. 

3. 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. 

4. 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 

Duties & Responsibilities

• Oversee daily hotel operations and ensure consistent delivery of the Holiday Inn Express guest experience in accordance with brand standards and SOPs.

• Lead, coach and support Guest Service Agents, providing training, mentoring and feedback to drive employee engagement, service quality and performance.

• Monitor manpower deployment and productivity, including the coordination and performance of third-party vendors.

• Manage guest enquiries, special requests and complaints professionally, ensuring timely resolution and appropriate follow-up.

• Support Reception operations and assist Guest Service Agents with daily front office duties when required.

• Drive guest satisfaction and IHG One Rewards enrolment and recognition through active guest engagement and service recovery.

• Ensure compliance with Holiday Inn Express brand standards, service level standards, SOPs, safety requirements and applicable regulations.

• Monitor departmental expenses and productivity, support budget preparation, and identify opportunities to improve operational efficiency and financial performance.

• Maintain and update departmental SOPs and ensure team members are adequately trained and equipped to perform their duties effectively.

• Support the maintenance and configuration of the hotel's PMS and related systems in coordination with IT shared services.

• Ensure a safe, secure and well-maintained environment for guests, team members and hotel assets.

• Support responsible business initiatives, including efforts to improve environmental sustainability and reduce the hotel's carbon footprint.

• Demonstrate sound judgement and accountability when handling hotel revenue and operational matters.

• Work closely with other hotel departments to promote a one-team approach and ensure seamless delivery of guest services.

• Assist in succession planning and develop initiatives that strengthen team capability and future operational performance.

• Perform any other reasonable duties and responsibilities as assigned by the Operations Manager, Hotel Manager or General Manager.

What we need from you 

Minimum Diploma or equivalent plus three years’ service industry experience. Supervisory experience is essential. Must be proficient in written and spoken English. 

•    Minimum Diploma/ Degree in Hospitality, or equivalent. 
•    3 years’ related experience in the same role, or an equivalent combination of education and experience
•    A positive and keen to learn attitude. 
•    Must be proficient in written and spoken English and with good communication skills.
•    Great communication skills
•    Supervisory experience is essential