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.

1. 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.

1. 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.

1. 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.).

1. 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