IHG Duty Manager - Holiday Inn & Suites Bengaluru Whitefield in Bengaluru, India
Reports directly to and communicates
with the Front Office Manager on all pertinent matters affecting guest service
and hotel operations.
Provides functional assistance and
direction to all departments.
Cooperates, coordinates and
communicates with other hotel departments as required.
Reacts to situations to ensure guests
receive prompt attention and personal recognition throughout the hotel
Responds to guest needs and resolves
Supervises and directs Reception,
Operators & Business Center personnel.
Supports and assists Front Office
personnel and all departments at peak periods.
Ensures VIPs and IHG Rewards members
receive special attention.
Inspects front of house and back of
house regularly for cleanliness.
Assists Guest Relations in greeting,
rooming, and sending off VIP guests.
Monitors appropriate standards of
conduct, uniform, hygiene, and appearance of staff.
Provides input for Front Office
Promotes inter-hotel sales and in-house
Checks billing instructions and
monitors guest credit
Analyses and approves discounts and
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
Ensures front line staff comply with
FIT marketing techniques and maximize sales.
out special needs and requests of the guests, VIPs and repeat visitors.
with Superior and Human Resource Manager to ensure the departmental performance
of staff is productive. Duties include:
in planning for future staffing needs
in recruiting in line with company guidelines
and administers detailed induction program for new staff Assists in maintaining
a comprehensive, current and guest focused set of departmental standards and
procedures and oversees their implementation
InterContinental Hotels Group. All rights reserved. Proprietary and
Page 1 of 3
training needs analysis of Front Office staff is carried out and training
programs are designed and implemented to meet needs
input for probation and formal performance appraisal discussions in line with
counsels and disciplines staff, providing constructive feedback to enhance
communicates with staff and maintains good relations.
with superior in the preparation and management of the department’s budget.
in coordinating the preparation of the departmental annual budget
Controls and monitors departmental
costs on an ongoing basis to ensure performance against budget
Occupational Health and SafetyResponsibilities
Demonstrate Awareness of OH&S policies and
procedures and ensure all procedures are conducted safely and within OH&S
guidelines and ensure your direct reports do the same
Be aware of duty of care and adhere to
occupational, health and safety legislation, policies and procedures
Be familiar with property safety, first
aid and fire and emergency procedures and operate equipment safely and sensibly
Initiate action to correct a hazardous
situation and notify supervisors of potential dangers
Log security incidents and accidents in
accordance with hotel requirements
Drive For Results
against a standard of excellence by setting high performance standards and
pursuing aggressive goals
for constant improvements and takes responsibility for achieving business
results and persevere despite obstacles
· Demonstratean interest in and an understanding of issues relevant to your department andhotel and keep your knowledge up to date, including legislative information
Adheres to Crowne Plaza Corporate
Code of Conduct, Employee Handbook and Hotel policies
Demonstrates an understanding of
competitors’ major strengths and weaknesses
Establishes and interprets key
performance indicators to manage the business, consistently takes into
accounts financial implications of business decisions and recommendations
a broad knowledge of how the business is run, focuses on the major factors
necessary to ensure that the business is successful and profitable
Problem Solvingand Decision Making
problems and thoroughly analyze information to guide decision making
and assimilate critical information when reaching conclusions and make
logical, competent decisions
and maintain positive relationships with all internal customers and guests in
order to exceed their needs
action to address these needs in order to exceed their expectations
a positive hotel image in every interaction with internal and external
to hotel brand standards
Maintain a high level of product and service knowledge in order to
explain and sell services and facilities to guests
guests and escort them to locations within the hotel at their request
knowledge of special programs and events in the hotel in order to recognize
and respond to guests needs
current Hotel information to be able to provide information to guests
guests' service needs, including asking questions of guests to better
understand their needs and watching/listening to guest preferences and acting
on them whenever possible.
Page 2 of 3
new ideas and encourage creativity from your staff
the need for new and modified approaches
co-operation and trust with colleagues, supervisors, teams and across
departments to deliver positive results
participate in wider hotel meetings
with department and hotel staff in a professional and positive manner to
foster good rapport, promote team spirit and ensure effective two way
comfortable and effective in an environment of ambiguity or change
receptive to new ideas and respond to workplace changes in a flexible and
tasks as directed by Management
Impact and Influence
Promote your ideas persuasively, and
shape the opinion of subordinates and overcome resistance.
Build consensus for action and
negotiate mutually beneficial solutions to problems.
Establish influential contacts with
Leading and Developing People
others to excel by clearly communicating business values and direction,
recognizing good performance and providing managerial support
potential of others through coaching and development opportunities to build
organization capability for the future
that hourly employees are trained on company core values, job roles,
responsibilities, and technical and service aspects of the job.
and develop employees (e.g., create expectations for continual improvement,
provide challenging tasks and assignments, hold development discussions, and
construct and execute development plans).
and motivate employees to perform their best, take responsibility for tasks
and assignments, make decisions and provide input on possible improvements.
to hourly employees' suggestions for improving how work is done and how
guests are served, gaining management support as needed to act upon
management in establishing and communicating goals, performance expectations,
timetables and deadlines for shift or departmental operations to hourly
employees and ensure that they are understood.
Understands and takes into account
the global nature of the business; works effectively with colleagues from
different viewpoints, cultures and countries
School Diploma / secondary education / equivalent plus five years & more Front
Office experience including some supervisory training/experience. Must be able
to speak local language(s).
Job: Front Office
Requisition ID: BEN000419