At Holiday Inn Express, we’re all about travel that’s simple AND smart.
That means we offer more to our guests where it matters most to them. Easy
check-in? Check. All the essentials in a comfy room? They’re all included
with a great night’s sleep.
We’re focused on getting our guests more than
ready. So we’re always ready.
Are you?
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 Service Agent (GSA)’s execution of
the consistent Holiday Inn Express guest experience.
In addition the DM
will be a Champion in one of the four areas;
- The Guest
Experience Champion is pivotal to delivering our unique Guest
Experience (UGE) and is responsible for consistent delivery of the Express guest
experience. Key areas of responsibility will be efficiently anticipating
the needs of the guest and identifying operation barriers to delivering
the UGE. The role acts as the custodian of Holiday Inn Express service
delivery. - The OH &S Champion ensures hotel
compliance, consistent service culture and accreditation for the Hotels ISO14001
Health & Safety practices. - The Quality & Brand
Champion demonstrates brand citizenship through BrandHearted
maintenance of all brand standards, behaviours, hallmarks and license agreement
mandates. Driving improvement in guest satisfaction goals, collaborating
with all hotel team members to establish and implement efficient services
to meet or exceed guest expectations. - The Great Room
Champion liaises with the outsourced food provider, overseeing
and directing the Great Room efficiently to ensure modern and uncomplicated
customer service is delivered consistently.
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
Leadership role involved in the effective running
of the Front Office operations, including managing the operational team whilst
overseeing third party vendors.
- Minimum Diploma/ Degree
in Hospitality, or equivalent. - 4 years’ related experience in
the same role, or an equivalent combination of education and experience.
- A positive and keen to learn attitude.
- Must be proficient
in written and spoken English and with good communication skills.
What’s more, because your career will be as unique as you are, we’ll give
you all the tailored support you need to make a great start, be involved
and grow. And because the Holiday Inn Express brand belongs to the IHG® family
of brands, you’ll also benefit from all of the opportunities that come
from being part of a successful, global hospitality company with over 6000
hotels in over 100 countries around the world.
So whoever you
are, whatever you love doing, bring your passion to the Holiday Inn Express
brand and IHG and we’ll make sure you’ll have room to be yourself. Find out more
about joining us today by going to careers.ihg.com .
