Duty Manager

Your Day To Day • Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations. • Monitors Front Office and Guest Relations personnel to ensure IHG members, known repeat guests, and VIPs receive special attention and recognition. • Ensures prompt guest attention and personal recognition throughout the hotel by responding to guest needs and resolving issues efficiently. • Greets , rooms, and sends off VIP guests, coordinating with Guest Relations for a seamless experience. • Reviews guest feedback, identifies areas for improvement, and implements strategies to enhance guest satisfaction. • Conducts regular checks on public areas, ensuring cleanliness, functionality, and adherence to brand standards. • Assists in escorting VIPs or guests with special needs to their rooms or designated areas. • Provides functional assistance and direction to all departments and coordinates cross-departmental communication. • Reacts proactively to situations that impact guest experience or hotel operations. • Supervises and supports Front Office, Reception, Club InterContinental Lounge, Instant Service and Reservations personnel during peak periods. • Monitors guest billing instructions, reviews folios for accuracy, and ensures adherence to credit policies. • Approves and oversees discounts, rebates, and rate variances to control room revenue effectively. • Ensures the accurate and timely handling of guest arrivals, departures, and special requests. • Ensures staff are trained, knowledgeable, and equipped with the tools and resources required to carry out their responsibilities. • Conducts briefings and provides clear instructions to the team to align with daily operational priorities. • Monitors staff conduct, uniforms, grooming, and hygiene to maintain professional standards. • Identifies opportunities for staff development, daily briefing and coordinates training sessions to enhance team performance. • Fully conversant with hotel emergency procedures and acts as the point of contact during emergencies. • Takes immediate action in emergency situations, such as system failures or guest safety concerns. • Liaises with security and other relevant teams to ensure the safety and security of guests and staff. • Analyzes rate variance reports to ensure revenue control and adherence to pricing strategies. • Supports inter-hotel sales and actively promotes in-house facilities to drive ancillary revenue. • Tracks financial performance metrics such as guest spending and assists with budget control measures. • Prepares and shares detailed shift reports, documenting incidents, guest feedback, and operational updates for management review (Duty Manager Log). • Provides input during Front Office meetings to discuss performance trends, challenges, and improvements. • Acts as the management representative during off-peak hours or in the absence of senior leadership. • Promotes a culture of excellence and continuous improvement throughout the team. • Support the Hotel Experience Champion and Loyalty Pending Update (LPU) reports. • Performs other duties as assigned by the Front Office Manager or senior management. What We Need From You • Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration. • 4 years of Front Office/Guest Service experience including management experience. • Friendly and great knowledge about IHG brand and F&B outlet/ foods. • Fully conversant with all hotel emergency procedures • Works with Superior and Director of Finance in the preparation and management of the Department’s budget. • Communication skills are utilized a significant amount of time when interacting with clients and the guests. • Ensures front line staff complies with FIT marketing techniques and maximize sales.