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.

• 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.

IHG Hotels & Resorts