Hotel Duty Manager: Guest Experience & Operations Lead

IHG Hotels & Resorts; Singapore; Vor Ort; SGD 55.000 - 75.000; Vollzeit

Zusammenfassung

Holiday Inn Express Singapore Serangoon is seeking a Duty Manager to ensure smooth hotel operations and deliver the consistent Holiday Inn Express guest experience. You will lead and develop Guest Service Agents, coordinate front office duties, and uphold brand standards in a full-time role.

Minimum Diploma/ Degree in Hospitality with 3 years of supervisory experience and strong English communication are required.

Qualifikationen

• Minimum Diploma/ Degree in Hospitality or equivalent.
• 3 years’ related experience in the same role.
• Supervisory experience is essential.
• Must be proficient in written and spoken English.

Aufgaben

• Oversee daily hotel operations and ensure consistent delivery of the Holiday Inn Express guest experience in accordance with brand standards and SOPs.
• Lead, coach and support Guest Service Agents, providing training, mentoring and feedback to drive employee engagement, service quality and performance.
• Monitor manpower deployment and productivity, including the coordination and performance of third-party vendors.
• Manage guest enquiries, special requests and complaints professionally, ensuring timely resolution and appropriate follow-up.
• Support Reception operations and assist Guest Service Agents with daily front office duties when required.
• Drive guest satisfaction and IHG One Rewards enrolment and recognition through active guest engagement and service recovery.
• Ensure compliance with Holiday Inn Express brand standards, service level standards, SOPs, safety requirements and applicable regulations.
• Monitor departmental expenses and productivity, support budget preparation, and identify opportunities to improve operational efficiency and financial performance.
• Maintain and update departmental SOPs and ensure team members are adequately trained and equipped to perform their duties effectively.
• Support the maintenance and configuration of the hotel's PMS and related systems in coordination with IT shared services.
• Ensure a safe, secure and well-maintained environment for guests, team members and hotel assets.
• Support responsible business initiatives, including efforts to improve environmental sustainability and reduce the hotel's carbon footprint.
• Demonstrate sound judgement and accountability when handling hotel revenue and operational matters.
• Work closely with other hotel departments to promote a one-team approach and ensure seamless delivery of guest services.
• Assist in succession planning and develop initiatives that strengthen team capability and future operational performance.
• Perform any other reasonable duties and responsibilities as assigned by the Operations Manager, Hotel Manager or General Manager.

Kenntnisse

English proficiency

Supervisory experience

Team leadership

Ausbildung

Diploma or degree in Hospitality

Jobbeschreibung

Holiday Inn Express Singapore Serangoon is seeking a Duty Manager to ensure smooth hotel operations and deliver the consistent Holiday Inn Express guest experience. You will lead and develop Guest Service Agents, coordinate front office duties, and uphold brand standards in a full-time role.

Minimum Diploma/ Degree in Hospitality with 3 years of supervisory experience and strong English communication are required.