Duty Manager - Holiday Inn Express Hyderabad Hitec City
Key Responsibilities:
1. Guest Service & Brand Experience
Ensure all guests receive service as per IHG Way of Clean and brand service standards.
Handle VIP arrivals, guest complaints, and special requests promptly and professionally.
Maintain high guest satisfaction scores (GSTS / Medallia targets).
Ensure brand greetings and service touchpoints are followed consistently.
2. Operational Management
Supervise Front Office, Housekeeping coordination, and F&B during shift.
Conduct daily shift briefings and ensure smooth handovers.
Monitor room inventory, room status, and overbooking situations.
Ensure compliance with SOPs and emergency procedures.
3. Team Leadership
Guide and support team members during shifts.
Ensure grooming standards and professional conduct as per brand guidelines.
Assist in training new associates on brand standards and service delivery.
4. Financial & Compliance
Monitor daily cash handling, billing accuracy, and night audit coordination.
Ensure adherence to internal controls and audit requirements.
Support upselling initiatives to maximize revenue (IHG Rewards enrolments, room upgrades, etc.).
5. Safety & Security
Ensure guest and employee safety at all times.
Handle emergency situations (fire, medical, security issues) as per hotel SOP.
Conduct routine property checks during shift.
Key Skills & Competencies:
Strong leadership and decision-making ability
Excellent communication and interpersonal skills
Problem-solving and conflict resolution
Guest-focused mindset
Knowledge of PMS (Opera preferred)
Understanding of IHG brand standards