Job Description

Job Category: Hotel-Front Office
: About Us
At Holiday Inn Express, we're focused on travel that's simple and smart. That means easy check-ins, comfy rooms with all the essentials, and warm service that makes guests feel at home. As part of the IHG Hotels & Resorts family, we live and deliver True Hospitality for Good every day. What's the Job?
As a Duty Manager, you will oversee front office operations and ensure exceptional guest service at all times. You will act as the link between guests and hotel operations, resolving issues, supporting your team, and making sure every stay is memorable. In the absence of the Front Office Manager, you will take charge of the department and ensure smooth day-to-day operations. Your Day-to-Day
People

• Manage and assign daily staffing needs in absence of the Front Office Manager.
• Coach, mentor, and give regular feedback to front office colleagues.
• Ensure your team is trained on systems, service, security, and quality standards.

Guest Experience

• Greet guests warmly, ensure smooth check-in/check-out, and deliver personalized service.
• Handle guest complaints professionally and take corrective action to ensure satisfaction.
• Conduct inspections of the lobby, front office, and public areas, ensuring cleanliness and readiness.
• Build guest relationships and encourage feedback for continuous improvement.

Financial

• Assist in preparing departmental budgets and control operating expenses.
• Monitor night audit and prepare daily financial reports.
• Support revenue growth through upselling and efficient room allocation.

Responsible Business

• Ensure compliance with hotel credit policies, billing, and secure handling of transactions.
• Act as Manager on Duty during shifts, ensuring smooth operation across departments.
• Coordinate with local emergency services and follow hotel crisis protocols.
• Perform other tasks as assigned by the management.

What We Need From You

• Degree/Diploma in Hospitality Management preferred.
• Previous experience in Front Office/Guest Services; supervisory experience is an advantage.
• Strong communication and problem-solving skills.
• Ability to lead and motivate a team in a fast-paced environment.
• Flexibility to work shifts, including nights, weekends, and holidays.

How Do I Deliver This?
At IHG, we deliver True Hospitality through:

• True Attitude - showing care and building genuine connections.
• True Confidence - demonstrating skills and knowledge to inspire guest trust.
• True Listening - understanding guest needs beyond words.
• True Responsiveness - acting quickly and thoughtfully to provide what guests need.

What We Offer
We'll reward your efforts with a competitive package and excellent benefits, including:

• Duty Meal during working hours.
• 8 Week Off (as per roster).
• Medical & Group Insurance Coverage.
• IHG colleague room and F&B discounts worldwide across 6,000+ hotels.
• Uniform, training, and career development opportunities.
• A supportive, inclusive work culture where your growth matters.

Join Us
At Holiday Inn Express, you'll be part of a team that values simplicity, smart service, and true hospitality. If you're passionate about guest satisfaction and leadership, this is your opportunity to grow with one of the world's most trusted hotel brands.

Skills Required