Duty Manager

Your Day To Day

• 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.

What We Need From You

• 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.

How Do I Deliver This?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG^® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.