Duty Manager

2 weeks ago

India IHG Hotels & Resorts Full time

Job Category Hotel-Front Office Job Purpose To oversee the smooth functioning of hotel operations during shifts ensuring guests receive exceptional service and that safety security and brand standards are maintained Acts as the manager-on-duty MOD in the absence of senior management and is the primary point of contact for guest concerns Key Responsibilities Guest Experience Ensure a seamless check-in check-out process and resolve guest complaints with empathy and professionalism Actively engage with guests to gather feedback and enhance service delivery Handle VIP and loyalty guest arrivals special requests and service recovery Operational Supervision Supervise all operational departments Front Office Housekeeping F B Security Engineering during the shift Conduct regular property walks to monitor cleanliness safety and adherence to brand standards Ensure smooth coordination between departments for special events group arrivals or emergencies Crisis Management Safety Act as the primary contact in case of emergencies fire medical power outage etc Ensure that safety and security protocols are followed at all times Prepare incident and shift handover reports with full details of occurrences during the shift Team Leadership Motivate and guide team members to deliver Simple Smart Travel aligned with the Holiday Inn Express promise Train and mentor front-line staff to handle guest issues independently and with confidence Monitor colleague grooming attendance and performance during the shift Revenue Cash Handling Monitor overbooking situations and manage room inventory in coordination with the Reservations Revenue team Authorize rebates discounts and complimentary services as per company policy Oversee cash handling billing issues and ensure accurate end-of-day reconciliation Key Skills Competencies Strong decision-making and problem-solving abilities Excellent communication and interpersonal skills Calm and composed in high-pressure situations Knowledge of front office systems Opera Concerto PMS and emergency protocols Leadership presence with hands-on management approach Qualification Experience Bachelor s degree diploma in Hotel Management or related field Minimum 2-4 years in front office operations at least 1 year in a supervisory or shift in-charge role Prior experience with IHG or Holiday Inn Express is a plus Familiarity with IHG Way of Clean guest safety protocols and IHG brand standards What We Offer 5-day working week Duty meals IHG Learning Development programs IHG employee room discount benefits worldwide Fast-track career opportunities within the IHG network

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