Duty Manager

People

Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.

Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.

Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

Provides input for Front Office meetings

Supervises and directs Reception and Reservations personnel.

Supports and assists Front Office personnel and all departments at peak periods

Financial

Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control expenses with a focus on increasing productivity.

Assists in monitoring and controlling departmental cost on an ongoing basis to ensure performance against budget

Assists in the preparation of the hotel strategic plan, goals program, and Housekeeping Departmental Budget

Maintain proper inventory levels managing cost per room for supplies and labour.

Guest experience

Oversee night audit function and preparation of daily financial reports.

Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

Works with Superior and Director of Finance in the preparation and management of the Department’s budget

Checks billing instructions and monitors guest credit

Ensures front line staff complies with FIT marketing techniques and maximize sales

Responsible Business

Maintain and order supplies and equipment in a timely and efficient manner while minimising waste and maintaining “green” initiatives (example: container recycling, and cleaning agents).

May be responsible for the security of lost and found items throughout the hotel.

Perform other duties as assigned. May also serve as manager on duty.

Guest experience

Ensure front office staff provides guests with prompt service, professional attention and personal recognition.

Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

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

Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel

Responds to guest needs and resolves related problems

Ensures VIPs and priority club guests receive special attention

Assists Guest Relations in greeting, rooming, and sending off VIP guests.

Promotes inter-hotel sales and in-house facilities

Responsible Business

Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.

Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.

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

Fully conversant with all hotel emergency procedures.

Perform other duties as assigned.

Accountability

This is most vital Front Office job at a full-service hotel or at a regional extended-stay hotel. May report to FO Manager/Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations etc. May oversee subordinate supervisors

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.

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration.

2 years of Front Office/Guest Service experience including supervisory/executive level experience.

Must speak fluent English.

Other languages preferred.