Duty Manager

WHAT’S THE JOB?

Under the general direction of the Front Office Manager, and within the limits of established IHG and local hotel policies and procedures, provides supportive functional assistance to all departments; interacts with guests and members of the community. They will also coordinate with all other departments within the hotel.

This job is the Supervisory Role of Duty Manager at a full-service hotel or at a regional extended-stay hotel. Report to Rooms Division Manager. Typically supervises front desk agents, porter/shuttle services, reservations, PBX, etc. Oversee all Trainee and staff that are in the Front Office Department.

YOUR DAY TO DAY

1. Assists in controlling and monitoring departmental costs on an ongoing basis to ensure performance against budget.
2. Assists in maintaining a comprehensive, current and guest-focused set of departmental standards and procedures and oversees their implementation.
3. Prepares and administers detailed onboarding program for new staff. Provide input for probation and formal performance appraisal discussions in line with company guidelines.
4. Regularly communicates with staff and maintains good relations. Coaches, counsels and disciplines staff providing constructive feedback to enhance performance.
5. Hotel Representative - Create a positive hotel image in every interaction with internal and external customers while always adhering to hotel brand standards. Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
6. Maintain a high level of product knowledge of special programs, events and current Hotel information in order to recognize and respond to guests' needs.
7. Reports directly to and communicates with the Rooms Division Manager and/or Assistant Rooms Division Manager on all pertinent matters affecting guest service and hotel operations.
8. Supervises and directs Reception and Reservations personnel. Supports and assists Front Office personnel and all departments at peak periods. Cooperates, coordinates and communicates with other hotel departments as required.
9. Reacts to situations to ensure guests receive prompt attention, personal recognition throughout the hotel and responding to guest needs and resolves related problems.
10. Financial Aspect - Promotes inter-hotel sales and in-house facilities. Ensures front line staff comply with FIT marketing techniques and maximize sales. Checks billing instructions and monitors guest credit along with analyzing/approving discounts, rebates, refunds.
11. Crisis Management - Takes action with the Property Management Systems (PMS) in emergency situations and fully conversant with all hotel emergency procedures.

WHAT WE NEED FROM YOU

1. Diploma or equivalent in Hotel Management, Marketing, or related field.
2. Minimum 1 year of relevant experience or similar capacity, or an equivalent combination of education and work-related experience.
3. Related experience in a luxury hotel is preferred.
4. Strong presentation, communication, written and oral skills.
5. Adaptable to shifting working schedules and may be required to work nights, weekends, and/or holidays.
6. Strong interpersonal skills to develop and foster beneficial relationships.
7. High level of passion, enthusiasm and drive for results.
8. High level of common sense and high skill of problem solving and decision making.
9. Problem solving, analytical, reasoning, motivating, organizational and training abilities.