Duty Manager - Holiday Inn Express Singapore Serangoon

Job Highlights

• Duty Meal
• Birthday Off
• Flexi Benefit
• Insurance Coverage
• Learning and Development Opportunities
• Special Employee rate at all IHG Hotels worldwide

Job Description

Responsibilities

• Manage day-to-day staffing requirements, plan and assign work, establish performance and development goals for team members
• Provide mentoring to Guest Services Agents, coaching and regular feedback to help manage conflict and improve employee engagement
• Ensure the team is job trained and has the tools and equipment to complete job duties.
• Ensure ‘one team approach’ and quality service through daily communication and coordination
• Develop programs that drive improvements in team member engagement and are aligned with brand service behaviors
• Develop, implement and monitor team member succession planning to ensure future strength.
• Responsible for GSA training / rostering / coaching as directed by the Rooms Division Manager or Operations Manager
• Respond to guest complaints and ensure corrective action to resolve their issues / concerns
• 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.
• Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service Level Standards.
• Perform any other duties as assigned by the Rooms Division Manager or Operations Manager.

Requirements

• Diploma or equivalent in Hotel Management or related field.
• 2 years of relevant experience or similar capacity, or an equivalent combination of education and work-related experience.
• Adaptable in shift work schedules and may be required to work nights, weekends, and/or holidays.