Duty Manager

We like to lead from the front. So, we’re looking for a Duty Manager who sets their own high standards across everything from cleanliness to productivity. You’ll champion our ‘one team’ approach to make sure you and your team deal effectively and efficiently with all guest complaints, queries and suggestions. In addition, provides supportive functional assistance to all departments.

A little taste of your day-to-day:

Every day is different at IHG, but you’ll mostly be:

• Leading the way – managing guest experiences, team performance and hotel operations
• Prioritizing workload and ensuring your team deliver authentic, memorable experiences and Reports directly to and
  

communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.

• Developing your team’s skills to drive results that positively impact on hotel performance
• Having authentic conversations with guests to resolve issues, queries or concerns
• Ensures VIPs and priority club guests receive special attention.
• Being first point of contact for any critical emergency situations
• Inspects front of house and back of house regularly for cleanliness.
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provides input for Front Office meetings.
• Promotes inter-hotel sales and in-house facilities.
• Checks billing instructions and monitors guest credit.
• Analyses and approves discounts and rebates.
• Analyses the rate variance report to ensure rooms revenue control.
• Takes action with the Property Management Systems (PMS) in emergency situation.
• Ensures front line staff complies with FIT marketing techniques and maximize sales.
  

People

Work within the company’s Human Resource Management System to ensure the departmental performance of staff is productive. Duties include:

• Plan for future staffing needs and recruit in line with company guidelines.
• Prepare detailed induction programs for new staff.
• Maintain a comprehensive, current and guest focused set of departmental standards and procedures and * oversee them
  

implementation.

• Ensure training needs analysis of your departmental staff is carried out and training programs are designed and implemented
  

to meet needs.

• Actively work at developing your staff and identify high potentials.
• Maintain training records for all direct reports and ensure they do the same for their staff.
• Conduct probation and formal performance appraisal in line with company guidelines
• Coach, counsel and discipline staff, providing constructive feedback to enhance performance
• Approve leave requests after considering peaks and troughs in the business.
• Regularly communicate with staff to maintain good relations.