Duty Manager - Holiday Inn Express Singapore Clarke Quay

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