Guest Experience Leader & Duty Manager

Katong Holdings Pte Ltd; Singapore; On-site; SGD 54,000 - 78,000; Full time

Benefits offered by this job

Meal Allowance

Birthday Off

Medical Benefits

Dental Benefits

Insurance Coverage

F&B Discount at IHG Hotels

Special Employee Rate at IHG Hotels

Room to Grow Opportunities

Job summary

Holiday Inn Express Singapore Katong is seeking a Guest Services Leader (Duty Manager) to lead daily front-office operations, mentor front-line teammates and ensure smooth guest experiences in a fast-paced, service-oriented environment.

You will manage staffing, monitor service standards, respond to guest feedback, and collaborate with the Rooms Division to maintain SOPs while upholding IHG brand values and delivering the SMART, friendly stays that guests expect.

Qualifications

• Diploma or equivalent with 3+ years service industry experience.
• Supervisory experience essential.
• Proficient in written and spoken English.

Responsibilities

• Manage day-to-day staffing requirements, plan and assign work, establish performance and development goals for team members.
• Provide mentoring, coaching and regular feedback to front-office agents to manage conflict and improve engagement.
• Ensure compliance with brand standards, safety regulations, and SOPs across the front desk and guest services.
• Respond to guest complaints and ensure corrective action to resolve issues and enhance satisfaction.
• Support IT PMS maintenance, configuration and interface management as needed.

Skills

Supervisory experience

Written and spoken English

Education

Diploma or equivalent

Job description

Holiday Inn Express Singapore Katong is seeking a Guest Services Leader (Duty Manager) to lead daily front-office operations, mentor front-line teammates and ensure smooth guest experiences in a fast-paced, service-oriented environment.

You will manage staffing, monitor service standards, respond to guest feedback, and collaborate with the Rooms Division to maintain SOPs while upholding IHG brand values and delivering the SMART, friendly stays that guests expect.