Hotel Operations & Guest Experience Lead

IHG Hotels & Resorts; Singapore; À distance; SGD 50 000 - 73 000; Plein temps

Résumé du poste

Holiday Inn Express Singapore Serangoon seeks a Duty Manager to oversee daily hotel operations, uphold brand standards, and ensure a consistent guest experience with strong leadership of the Guest Service Agents.

Reporting to the Operations Manager, the ideal candidate holds a Diploma in Hospitality with at least three years in the service industry, excellent written and spoken English, and a proactive, customer‑first mindset.

Qualifications

• Minimum Diploma or equivalent in Hospitality.
• Three years’ service industry experience.
• Supervisory experience is essential.
• Proficient in written and spoken English.

Responsabilités

• 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.

Connaissances

Customer service

Leadership

Communication

English proficiency

Formation

Diploma in Hospitality

Description du poste

Holiday Inn Express Singapore Serangoon seeks a Duty Manager to oversee daily hotel operations, uphold brand standards, and ensure a consistent guest experience with strong leadership of the Guest Service Agents.

Reporting to the Operations Manager, the ideal candidate holds a Diploma in Hospitality with at least three years in the service industry, excellent written and spoken English, and a proactive, customer‑first mindset.