Gestionnaire de service

At Holiday Inn Express, we’re all about travel that’s simple AND smart.

That means we offer more to our guests where it matters most to them. Easy check-in? Check. All the essentials in a comfy room?  They’re all included with a great night’s sleep.

We’re focused on getting our guests more than ready. So we’re always ready. Are you?

What’s the job?

Duty Managers (DM)s play a significant role in providing consistent, reliable service in the hotel including superior cleanliness standards and optimum manpower productivity. Accountable for Guest Service Agent (GSA)’s execution of the consistent Holiday Inn Express guest experience.

In addition the DM will be a Champion in one of the four areas;

1. The Guest Experience Champion is pivotal to delivering our unique Guest Experience (UGE) and is responsible for consistent delivery of the Express guest experience.  Key areas of responsibility will be efficiently anticipating the needs of the guest and identifying operation barriers to delivering the UGE.  The role acts as the custodian of Holiday Inn Express service delivery.
2. The OH &S Champion ensures hotel compliance, consistent service culture and accreditation for the Hotels ISO14001 Health & Safety practices.
3. The Quality & Brand Champion demonstrates brand citizenship through BrandHearted maintenance of all brand standards, behaviours, hallmarks and license agreement mandates.  Driving improvement in guest satisfaction goals, collaborating with all hotel team members to establish and implement efficient services to meet or exceed guest expectations.
4. The Great Room Champion liaises with the outsourced food provider, overseeing and directing the Great Room efficiently to ensure modern and uncomplicated customer service is delivered consistently.

Your day-to-day

Financial Returns:

• 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. 
• To 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.

Responsible Business:

• 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 in a responsible and senior way when dealing with hotel revenue.

People:

• Manage third party vendor staffing requirements, plan and assign work.
• Ensure ‘one team approach’ and quality service through daily communication and coordination.
• Drive improvements in team member engagement and are aligned with our brand service behaviours.

Guest Experience:

• 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 employees 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.

What we need from you

Leadership role involved in the effective running of the Front Office operations, including managing the operational team whilst overseeing third party vendors.

• Minimum Diploma/ Degree in Hospitality, or equivalent. 
• 4 years’ related experience in the same role, or an equivalent combination of education and experience.
• A positive and keen to learn attitude. 
• Must be proficient in written and spoken English and with good communication skills.

What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow. And because the Holiday Inn Express brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.

So whoever you are, whatever you love doing, bring your passion to the Holiday Inn Express brand and IHG and we’ll make sure you’ll have room to be yourself. Find out more about joining us today by going to careers.ihg.com .