Duty Manager - Holiday Inn & Suites Cairo Maadi

Are you ready to take your hospitality career to the next level? At Holiday Inn & Suites Cairo Maadi, a proud GPTW Certified hotel, we believe in creating unforgettable experiences for our guests and a vibrant workplace for our team. If you’re passionate about exceptional service and thrive in a dynamic environment, we want you to be our next Duty Manager!

Your Day-to-Day

• Manage the day-to-day activities of the front office department consisting of reception, bellmen, doormen, valet, phone operators, guest relations and concierge, plan, schedule, and organize work to ensure proper coverage.  Communicate and enforce policies and procedures.  
• Communicates performance expectations to employees in accordance with job descriptions for each position.
• Monitoring and supporting progress toward IHG Rewards Club & Ambassador enrolments, IHG Guest Heartbeat, Colleague Heartbeat, Social Media reviews against departmental goals.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies.  Alert management of potentially serious issues.  
• Ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their respective job duties.
• Utilize True Hospitality skills to drive guest & colleague engagement.  
• Monitor, coordinate and execute the special needs and requests of IHG Rewards club guests, Ambassador guests, VIP, repeat guests and members of frequency program(s).  
• Participates in an ongoing employee recognition program. 
• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same day selling procedures to maximize room revenue and property occupancy.
• Monitors advance deposit procedure
• Co-ordinates billing with the Finance Department
• Ensures Front desk handles billing and cash in accordance with Hotel’s standards
• Co-ordinates group arrivals and departures
• Responds to positive and negative comments expressed in Guest Comment Cards and develops strategies to improve comment card results
• Implementing the customer recognition/service program, communicating and ensuring the process.
• Assists in the review of comment cards and guest satisfaction results with employees. 
• Ensures employees have the proper supplies and uniforms.
• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
• Maintains statistics on rooms and reservations, customer arrivals and departures, average occupancy rates and related information.
• Revises daily forecast whenever status changes and informs Department Heads as necessary
• Checks daily for out-of-order rooms, VIP rooms and special accommodation requests
• Seeks opportunities to improve the customer experience by seeking customer feedback, reviewing management reports and developing strategies to improve Department and Hotel services
• Assures the maximisation of total room occupancy by supervising the accurate listing of all future reservations
• Pre-blocks all special requests and/or VIP accommodations
• Controls and pre-assigns code markings for groups booked
• Provides effective sales effort at Front desk to maximise rooms revenue
• Conduct pre-shift meeting and review all information pertinent to the day’s activities.
• Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the Hotel.
• Ensures that all employees follow safety rules and procedures
• Takes corrective action where required to improve safety of work areas
• Ensures that employees are trained in emergency procedures
• Keeps GM/Hotel Manager/FOM promptly and fully aware of all problems or unusual matters of significance.
• Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include housekeeping, Engineering and Food and Beverage
• Always act as on hotel “Manager on Duty” during scheduled shift.
• May assist with other duties as assigned.   

What we need from you

This is very high paced front of house multitasking managerial role in the front office department.  Typically manages a large, frequently monitoring and moving around within sub-departmental areas in a full-service.

Experience

• 3-5 years’ experience a similar position or a related field experience preferably in a hotel of similar size and complexity and including supervisory experience.
• Experience in a 5-star hotel company is essential.

Skills

• Excellent written and spoken communication skills in Arabic & English, particularly to deal effectively with people from diverse backgrounds
• Familiar with hotel software systems Property Management System, Excel, PowerPoint & other related systems.
• Able to work rotational shifts in any day of the week, including work nights, weekends, and/or holidays.
• Experienced, inspiring and motivating leader with excellent leadership, interpersonal and communication skills
• Demonstrated strong negotiation, influencing skills with high level of creativity and innovation
• Good time management skills; ability to prioritize and coordinate details; ability to multitask
• A self-directed, strong self-starter with relationship skills consistent with cultivating extensive personal interactions with diverse cast and guests
• Frequently standing up and moving about the facility and handling objects and equipment to maintain the facility.
• Ability to work as part of a diverse team.
• Maintains high confidentiality in regards to guest privacy and any related hotel matters.

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. 

So, join us and you’ll become part of our ever-growing global family.