Duty Manager
IHG · Saudi Arabia
Description
We are looking for a Duty Manager to join our Front Office team at Holiday Inn Riyadh Rose Yard. The successful candidate will oversee hotel operations during assigned shifts, ensuring exceptional guest service, operational efficiency, and compliance with IHG standards. The role serves as the management representative during daily operations, coordinating between departments, resolving guest concerns, and ensuring a seamless guest experience.
Key Responsibilities:
- Oversee daily hotel operations during assigned shifts, ensuring smooth coordination between Front Office, Housekeeping, Engineering, Security, and Food & Beverage.
- Act as the management representative during the absence of senior management, making operational decisions to maintain service continuity.
- Ensure exceptional guest service by handling guest inquiries, complaints, and service recovery promptly and professionally.
- Welcome and assist VIP guests, IHG One Rewards members, and guests with special requests to ensure personalized service.
- Monitor arrivals, departures, room availability, and occupancy to support efficient Front Office operations.
- Conduct regular inspections of public areas and operational departments to ensure cleanliness, safety, and compliance with hotel standards.
- Respond to emergencies, security incidents, and operational issues, ensuring appropriate actions are taken and documented.
- Support Front Office colleagues by providing guidance, coaching, and operational assistance during busy periods.
- Review daily operational reports, guest feedback, and shift handovers to ensure effective communication and follow-up.
- Coordinate with department heads to resolve operational challenges and enhance the overall guest experience.
- Ensure compliance with IHG brand standards, hotel policies, and health, safety, and security procedures.
- Perform other operational duties as assigned by the Front Office Manager.
Requirements:
- Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field.
- Minimum 3–5 years of Front Office or hotel operations experience, including supervisory responsibilities, preferably within the hospitality industry.
- Strong knowledge of Front Office operations and hotel property management systems such as Opera PMS.
- Excellent leadership, communication, and guest relations skills.
- Strong problem-solving and decision-making abilities in a fast-paced environment.
- Good command of English; additional languages are an advantage.