Duty Manager

IHG Hotels & Resorts; Denpasar; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

IHG Hotels & Resorts in Greater Denpasar, Bali, seeks a Duty Manager to oversee daily hotel operations, coordinate front office, manage check-in/check-out, and respond to guest inquiries with professionalism.

You will collaborate with housekeeping, F&B, and maintenance to maintain standards, coach team members, handle escalations, and support safety, security, and cost-control initiatives, contributing to a positive guest experience.

Qualifications

• Experience in hotel operations, front office management, or guest services.
• Strong leadership and people management skills with coaching and feedback.
• Excellent customer service, communication, and interpersonal skills.
• Organizational and problem-solving abilities to prioritize tasks and maintain standards.
• Familiarity with hotel management systems and reservation platforms.
• Understanding of safety and security procedures in hospitality.
• Diploma or degree in Hospitality Management is beneficial.
• Ability to work flexible hours including evenings, weekends, and holidays.
• Proficiency in English.

Responsibilities

• Oversee daily hotel operations and guest services to ensure seamless experiences.
• Coordinate front office activities and manage check-in/check-out processes.
• Collaborate with housekeeping, F&B, and maintenance to maintain standards.
• Coach and supervise team members, handle escalations, and enforce safety procedures.

Skills

Front office management

Leadership

Customer service

Team supervision

Communication

Problem-solving

English proficiency

Hospitality knowledge

Safety awareness

Training & coaching

Education

Diploma or degree in Hospitality Management

Tools

Hotel management systems

Reservation platforms

Office software

Job description

Company Description

IHG Hotels & Resorts is a global hospitality company with a purpose to provide True Hospitality for Good across a family of 21 diverse hotel brands. With more than one million rooms in over 7,000 hotels spanning 100+ countries, IHG offers a wide range of Luxury & Lifestyle, Premium, Essentials, Suites, and partner properties, including brands such as InterContinental, Kimpton, Holiday Inn, and Iberostar Beachfront Resorts. IHG One Rewards is one of the world’s largest hotel loyalty programs, with over 160 million members, offering guests meaningful benefits and recognition. Approximately 400,000 people work across IHG’s hotels and corporate offices worldwide, contributing to a collaborative, service-focused culture. Candidates can explore brand information, reservations, and loyalty program details online or via the IHG One Rewards app.

Role Description

The Duty Manager is a full-time, on-site position based in Greater Denpasar, responsible for overseeing daily hotel operations to ensure a seamless guest experience. In this role, the Duty Manager coordinates front office activities, manages guest check-in and check-out processes, and responds to guest inquiries, requests, and service recovery needs in a timely and professional manner. The Duty Manager monitors occupancy, room allocation, and workflow across departments, collaborating closely with housekeeping, food and beverage, and maintenance teams to maintain service standards and operational efficiency. This role also involves supervising and coaching team members, handling escalations, enforcing safety and security procedures, and supporting revenue and cost-control initiatives. The Duty Manager is expected to lead by example, uphold IHG brand standards, and contribute to a positive, inclusive work environment.

Qualifications

• Experience in hotel operations, front office management, or guest services, with the ability to manage daily duties and coordinate cross-functional activities.
• Strong leadership and people management skills, including team supervision, coaching, performance feedback, and conflict resolution.
• Excellent customer service, communication, and interpersonal skills, with the capacity to handle guest complaints and complex situations professionally.
• Organizational and problem-solving skills to prioritize tasks, make sound decisions under pressure, and maintain operational standards.
• Comfort with hotel management systems, reservation platforms, and basic office software; ability to learn new tools and processes quickly.
• Understanding of safety, security, and compliance procedures in a hospitality environment, including incident reporting and risk awareness.
• Relevant experience in hospitality or tourism; a diploma or degree in Hospitality Management or a related field is beneficial.
• Ability to work flexible hours, including evenings, weekends, and holidays, as required by hotel operations in Greater Denpasar.
• Proficiency in English;