Duty Manager – Hotel Operations

About the role

The Duty Manager (DM) ensures consistent, reliable service across the hotel, upholding superior cleanliness standards and optimal manpower productivity. The DM leads Guest Service Agents to deliver the unique Holiday Inn Express guest experience and champions specific operational areas such as Guest Experience, Great Room, IHG One Rewards, and Employee Engagement.

Key responsibilities

• Monitor and control departmental budget, analyze financials, and drive revenue growth while managing third‑party vendor performance.
• Mentor, coach, and provide regular feedback to Guest Service Agents, ensuring compliance with safety regulations and brand standards.
• Respond to guest complaints, handle special requests, and drive improvements in guest satisfaction and IHG One Rewards enrolment.
• Oversee Great Room operations with the outsourced food provider to meet revenue targets and maintain service quality.
• Maintain Standard Operating Procedures, support PMS maintenance, and ensure a safe, environmentally conscious hotel environment.

Required profile

• Minimum Diploma (or equivalent) with three to four years of service‑industry experience.
• Demonstrated supervisory experience and ability to mentor and develop team members.
• Proficiency in written and spoken English.