Duty Manager (Guest Service Leader)

At Holiday Inn Express, our purpose is to provide simple, smart travel. That’s where you come in. When you’re part of the Holiday Inn Express brand, you’re more than just a job title.

At Holiday Inn Express, we look for people who are welcoming and smart; people who can focus on the things that really matter to our guests and get them right every time.

Join us as a Guest Services Leader in Holiday Inn Express Katong! You’ll have ambition, talent, and obviously, some key skills. For this vital role, we’re looking for someone who can:

1. Play a significant role in providing consistent, reliable service in the hotel including superior cleanliness standards and optimum manpower productivity.
2. Be accountable for Guest Service Agents’ execution in ensuring a consistent Holiday Inn Express guest experience.
3. Assist with third-party vendor induction and support in managing the performance of third-party vendors.
4. Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members.
5. Provide mentoring, coaching, and regular feedback to help manage conflict and improve employee engagement.
6. Ensure a ‘one team approach’ and quality service through daily communication and coordination.
7. Develop programs that drive improvements in team member engagement and are aligned with the Make Every Interaction Counts brand service behaviors.
8. Develop, implement, and monitor team member succession planning to ensure future strength.
9. Be responsible for Guest Services Agents’ Training/Rostering/Coaching as directed by the EAM, Hotel Manager, or General Manager.
10. Respond to guest complaints and ensure corrective action to resolve their issues/concerns.
11. Carry out the special needs and requests of guests and repeat visitors.
12. Advise employees of deficiencies and instruct on corrective action. Provide retraining as needed.
13. Demonstrate BrandHearted behaviors by maintaining compliance with all required brand standards, behaviors, hallmarks, and license agreement mandates.
14. Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
15. Make time to interact with guests, solicit feedback, and build relationships.
16. Be responsible for IHG Rewards Club enrollment and recognition.
17. Assist guest services agents in all Reception tasks.
18. Be accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service Level Standards.
19. Assist the IT shared services support in the PMS Maintenance, Configuration, and Interface Management.

Qualifications and requirements:

Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management, or equivalent, with 4 years’ experience in front office/guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees, and third parties that reflects highly on the hotel, the brand, and the Company. Good writing skills, problem-solving, and organizational abilities are essential. Proficient in the use of Microsoft Office and Front Office Systems.

In return for your hard work, you can look forward to a highly competitive salary and benefits package, including:

• Duty Meals
• Birthday Off
• Medical Benefits
• Medical & Dental Benefits
• Insurance Coverage
• 25-50% F&B Discount at restaurants within IHG Singapore Hotels
• Special Employee Rate at all IHG Hotels worldwide
• Room to Grow Opportunities

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 6500 hotels in over 100 countries around the world.