What’s the job?
As Duty Manager you are responsible to provide exceptional service to our guests and also to one another. Be an ambassador for our hotel team where you will provide support as needed throughout all departments in support of efficient hotel operations and a memorable guest experience.Promote the desired work culture by living the 5 winning ways value – Do the Right thing, Show we care, Aim Higher, Celebrate Difference, Work better together.
Your day-to-day
- Understanding the company's objectives and standards, processes and plans.
- Understanding the values and culture of the company and how they influence what we do.
- Understand company loyalty program, tiers, points and guest enrolment system.
- Active achievement of the customer expectations and performance targets of the department.
- Actions to "go the extra mile" and deliver exceptional customer service, not just the minimum acceptable.
- A warm and friendly approach to other team members and a positive sharing of workloads, skills and knowledge.
- Interest in customer comments and complaints and action on the feedback provided by team leaders.
- Awareness of costs and cost control [eg, control of waste], and awareness of budget targets for the department.
- Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
- Coaching of the team so they can see how to meet the short term and longer-range plans of the business.
- Support through daily management activities of the company's and brands values and culture.
- Implementation of the operational and service standards set out in the Corporate Standard; mediation of these standards to line managers.
- Close work with leaders in the team to support other team members and ensure they have a strong sense of direction.
- Management of the department's technical standards to ensure they comply with corporate policy and/or with industry practice.
How do I deliver this?
We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.
True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
