Duty Manager

Key Responsibilities:

Guest Service:

• Greet and welcome guests in a warm, friendly, and professional manner.

• Perform efficient check-in and check-out procedures as per brand SOP.

• Handle guest inquiries, requests, and complaints promptly and courteously.

• Ensure guest satisfaction by anticipating needs and exceeding expectations.

• Maintain complete knowledge of hotel services, facilities, room types, and local attractions.

Operations:

• Manage room reservations and update PMS accurately.

• Ensure accurate billing, payment processing, and cash handling.

• Coordinate with Housekeeping and Maintenance for room readiness and guest requests.

• Maintain proper records and reports during shift handover.

• Follow up on wake-up calls and special guest requests.

Brand & Compliance:

• Adhere to Holiday Inn Express grooming and uniform standards.

• Follow IHG brand standards, policies, and procedures.

• Ensure safety and security protocols are maintained at the front desk.

• Maintain confidentiality of guest information.

Sales & Upselling:

• Promote hotel services and loyalty programs (IHG Rewards).

• Upsell rooms and additional services to maximize revenue.

• Assist in achieving departmental targets and guest satisfaction scores.