Hotel Operations & Guest Experience Lead

IHG Hotels & Resorts; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

IHG Hotels & Resorts is seeking a Duty Manager for Holiday Inn Express in Singapore to drive a consistent guest experience, maintain high cleanliness standards, and maximise manpower productivity. You will oversee Guest Services Agents and strive for service excellence across the hotel.

The role involves budget management, performance coaching, vendor coordination, and ensuring SOP compliance while fostering a one-team culture and brand values.

Qualifications

• Minimum Diploma/ Degree in Hospitality, or equivalent.
• 4 years’ related experience in the same role, or an equivalent combination of education and experience.
• Service-oriented and high skill in problem-solving and relationship building.
• A positive and keen to learn attitude.
• Must be proficient in written and spoken English and with good communication skills.
• Only Singaporeans and Singapore Permanent Residents need apply.

Responsibilities

• Participate in the preparation of the annual departmental operating budget.
• Monitor budget and control expenses with a focus on increasing productivity.
• Analyse financials to drive revenues, future profitability, and maximum return on investment.
• Assist in the hotel's revenue growth by leveraging on the company's systems & procedures.
• Assist with third party vendor induction and support in managing the performance of third party vendors.
• Provide mentoring, coaching and regular feedback to help manage conflicts and improve Guest Services Team performance and engagement.
• Promote “one team approach” and quality service through daily communication and coordination and drive employee engagement.
• Develop programs that drive improvements in colleague engagement and are aligned with the brand service behaviours.
• Develop, implement and monitor team member succession planning to ensure future bench strength for Holiday Inn Express brand.
• Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
• Responsible for Guest Services Team training and rostering.
• Respond to guest complaints and ensure corrective action to resolve their issues / concerns.
• Carry out the special needs and requests of guests and repeat visitors.
• Advise team members of deficiencies and instruct on corrective action. Provide retraining as needed.
• Demonstrate BrandHearted behaviours by maintaining compliance with all required brand standards, behaviours, hallmarks and license agreement mandates.
• Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Make time to interact with guests, solicit feedback and build relationships.
• Ensure the ‘one team approach’ by assisting in all Reception tasks when required.
• Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service level Standards.
• Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management.
• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel’s or owner’s policies and procedures and regulatory requirements.
• Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprint.
• Act responsibly when dealing with hotel revenue.
• Any other duties as assigned by Supervisor.

Education

Diploma/ Degree in Hospitality

Job description

IHG Hotels & Resorts is seeking a Duty Manager for Holiday Inn Express in Singapore to drive a consistent guest experience, maintain high cleanliness standards, and maximise manpower productivity. You will oversee Guest Services Agents and strive for service excellence across the hotel.

The role involves budget management, performance coaching, vendor coordination, and ensuring SOP compliance while fostering a one-team culture and brand values.