Duty Manager Holiday Inn Express Pune Hinjewadi

InterContinental Hotels Group; Pune; On-site; INR 700,000 - 1,200,000; Full time

Job summary

InterContinental Hotels Group in Pune seeks a Front Office Manager to lead the day-to-day front desk operations, mentor staff, and ensure service standards across the property. You will drive guest engagement, resolve issues and maintain a welcoming atmosphere for guests.

The role requires a Bachelor’s degree in Hotel Management or Business Administration, with at least 3 years in Front Office/Guest Service including supervisory experience, and fluent English.

Qualifications

• Bachelor’s degree or higher in Hotel Management or Business Administration with 3 years of Front Office/Guest Service experience including management responsibilities.

Responsibilities

• Lead day-to-day staffing and assign work for Front Office team; provide coaching and feedback.
• Ensure staff are trained on systems, safety, and service standards; monitor compliance with laws.

Skills

Fluent English

Education

Bachelor’s degree in Hotel Management or Business Administration

Job description

Your day to day

• People
• In Absence of Front Office Manager, manage day to day staffing needs, plan and assign
  work and establish performance and development goals for team members. Provide mentoring,
  coaching and regular feedback to 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
• Ensure your team are properly trained on systems, security, service and quality standards

Guest Experience

• Ensure your front office team delivers a great service, professional attention and personal
  recognition
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond
  appropriately to guest complaints, solicit feedback and build relationships to drive continuous
  improvement in guest satisfaction
• Conduct routine inspections of the front office and public areas and take immediate actions to
  correct any deficiencies

Financial

• Help prepare annual departmental operating budget and financial plans. Monitor budget and
  control labour costs and expenses with a focus on rate strategy, building initiatives and inventory
  management
• 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

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

A
ccountability

This
job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort
hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc.
May oversee a team

What we need from you

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/
  Business Administration, plus 3 years of Front Office/Guest Service experience including
  management experience
• Must speak fluent English