Duty Manager Holiday Inn

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.