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Duty Manager

IHG • United States, United States • 4w ago

Duties and Responsibilities

Financial returns:

Oversee night audit function and preparation of daily financial reports.

Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

Works with Superior and Director of Finance in the preparation and management of the Department's budget

Checks billing instructions and monitors guest credit

Ensures front line staff complies with FIT marketing techniques and maximize sales

People:

Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.

Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.

Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

Provides input for Front Office meetings

Supervises and directs Reception and Reservations personnel.

Supports and assists Front Office personnel and all departments at peak periods

Guest experience:

Ensure front office staff provides guests with prompt service, professional attention and personal recognition.

Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations

Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel

Responds to guest needs and resolves related problems

Ensures VIPs and priority club guests receive special attention

Assists Guest Relations in greeting, rooming, and sending off VIP guests.

Promotes inter-hotel sales and in-house facilities

Responsible business:

Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.

Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.

Analyses and approves discounts and rebates.

Analyses the rate variance report to ensure rooms revenue control

Takes action with the Property Management Systems (PMS) in emergency situation

Fully conversant with all hotel emergency procedures.

Perform other duties as assigned.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

IHG

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