Duty Manager

• 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.