Duty Manager

What’s the job?

Duty Managers (DM)s play a significant role in providing consistent, reliable service in the hotel including superior cleanliness standards and optimum manpower productivity. Accountable for Guest Experience Agent (GEA)’s execution of the consistent Holiday Inn Express guest experience.

Your Day-to-Day

Financial Returns:

• Participate in the preparation of the annual departmental operating budget
• Monitor budget and control expenses with a focus on increasing productivity
• Analyse financials to drive revenues, future profitability, and maximum return on investment
• To assist in the hotel's revenue growth by leveraging on the company's systems & procedures
• Assist with third party vendor induction and support in managing the performance of third party vendors

Responsible Business:

• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel’s or owner’s policies and procedures and regulatory requirements
• Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprint
• Act in a responsible and senior way when dealing with hotel revenue

People:

• Manage third party vendor staffing requirements, plan and assign work
• Ensure ‘one team approach’ and quality service through daily communication and coordination
• Drive improvements in team member engagement and are aligned with our brand service behaviours

Guest Experience:

• Respond to guest complaints and ensure corrective action to resolve their issues / concerns
• Carry out the special needs and requests of guests and repeat visitors
• Advise employees of deficiencies and instruct on corrective action. Provide retraining as needed.
• Demonstrate BrandHearted behaviours by maintaining compliance with all required brand standards, behaviours, hallmarks and license agreement mandates
• Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Make time to interact with guests, solicit feedback and build relationships
• Ensure the ‘one team approach’ by assisting in all Reception tasks when required
• Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service level Standards
• Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management

What we need from You

• Minimum Diploma/Degree in Hospitality, or equivalent
• 4 years' related experience in the same role, or an equivalent combination of education and experience
• Leadership role involved in the effective running of the Front Office operations, including managing the operational team whlist overseeing third party vendors
• A positive and keen to learn attitude