Manager on Duty (MOD)

IHG Hotels & Resorts; Tamuning (GU); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with company match

Paid Time Off

Employee discount

Opportunities for training and development

Job summary

IHG Hotels & Resorts in Guam is looking for a Duty Manager/Guest Experience to oversee hotel operations and lead the team in providing exceptional guest services. The role requires a minimum of 3 years experience in a resort environment and responsibilities include managing recruitment, performance, and guest satisfaction.

Ideal candidates will have strong communication and problem-solving skills, with fluency in English preferred. IHG offers competitive salary, health insurance, and growth opportunities within the company.

Qualifications

• At least 3 years of experience managing guest services in a Resort environment.
• Must possess or be able to obtain a government-issued driver's license.
• Fluent in English (speaking, listening, reading and writing).

Responsibilities

• Drive recruitment and onboarding across hotel operations.
• Ensure performance feedback and development plans are in place.
• Handle guest issues with empathy and satisfaction.

Skills

Communication skills

Problem solving

Analytical abilities

Interpersonal skills

Education

Some college

Job description

What’s the job?

As the Duty Manager/Guest Experience you will play a lead role in looking after our resort, the team, and our guests. You will be involved in all areas of the hotel, bringing departments and teams together to run a smooth operation. Always providing excellent service by going above and beyond to exceed expectations. As the go to person in case of an emergency, strong knowledge of crisis management and emergency procedures for the hotel is essential.

Your day to day

People

• Actively drive recruitment, succession planning and onboarding across hotel operations in conjunction with HR and maintain a climate that attracts, retains, and motivates top quality talent.
• Ensure the hotel services team are up to date with core and essential trainings; and a continuous succession planning program is in place.
• Manage performance of team through IHG tools ensuring all colleagues receive regular performance feedback, quarterly check in conversations, annual performance review and that team member development plans are in place.
• Oversee all disciplinary procedures in line with Resort guidelines.
• Lead the team by example by promoting and maintaining a safe and positive workplace.

Financial

• Ensure all credit and financial transactions are handled in a secure manner, CSA compliance is understood and executed by all colleagues. In consultation with Finance Lead, maintain policies and procedures for security of monies, credit and financial transactions, guest security and inventory control.
• Confirm reservation details on check‑in, identify opportunities for upselling and enroll new IHG One Reward members.
• Responsible for checking all financial and operational system information prior to running the night audit to ensure accuracy.
• Run the night audit after all checks have been completed, seeing it to a smooth completion.
• Ensure no‑show reservations are communicated to reservations and charged accordingly.
• Send out a daily email to the hotel including daily briefing document, arrivals report, guest issues log, no‑show report, and manager flash report.
• Allocate and review room allocations, room moves, early arrivals and group allocations.

Guest Experience

• Responsible for the guest issues log – ensuring issues are logged and handled to guest satisfaction and always done so with empathy.
• Review room allocations and allocate rooms for early arrivals and prioritize rooms with housekeeping as needed.
• Drive collaboration and quality service across the hotel through daily communication and coordination with other departments.
• Conduct routine inspections of the hotel’s outlets and public areas and take immediate actions to correct any deficiencies.
• Be aware of late evening/early morning car transfers, including booking requested car transfers in the absence of concierge.
• Act as a point of contact for VIP guests and group organisers overnight.
• Be aware of all VIP guests arriving, in‑house, and departing and ensure they are well looked after.
• Ensure room service orders are taken and delivered accurately and in a timely manner, with a display of full Room Service menu knowledge amongst team members.
• Support with the recording and delivery of wake‑up calls.

Responsible Business

• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
• Regularly review guest feedback and ratings and consider corrective actions to be implemented.
• Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures. Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommending corrective actions to prevent or minimise the chance of recurrence.
• Demonstrate an understanding of Code of Conduct, IHG Way of Clean, Crisis Management and ensure the dissemination of information to the team.
• Ad‑hoc duties – support the team operationally and other hotel departments as required.

What We Need From You

Education

• Some college and three years guest service/hotel experience in a supervisory or management capacity.

Service years

• At least 3 years of experience managing guest services in a Resort environment.
• Must have full knowledge of the guest service and some supervisory training/experience preferred.

Knowledge and Skills

• Communication skills are utilised a significant amount of time when interacting with guests and employees.
• Problem solving, reasoning, analytical, motivating and training abilities are often used when coordinating functions and performing general management duties.
• Math skills, reading and writing are used when completing paperwork, budgets and other reports.
• Must possess or be able to obtain a government‑issued driver’s licence.
• Must be able to work nights, weekends, holidays and during inclement weather.
• Excellent interpersonal skills to build relationships internally and externally.

Language

• Fluent in English (speaking, listening, reading and writing).
• Other languages such as Chinese, Korean and Japanese preferred.

What We Offer

• Competitive salary (Non‑exempt, \$32,000.00 – \$36,000.00 per annum).
• Health (medical, dental and vision) insurance.
• 401(k) plan with company match.
• Paid Time Off.
• Employee discount.
• Opportunities for training and development and progression into your next role within the global IHG family.

IHG is an equal‑opportunity employer: Minorities / Females / Disabled / Veterans.