Duty Manager

at  RB CAPITAL HOTELS PTE LTD

WHAT’S THE JOB?

Duty Managers (DM)s play a significant role in providing consistent, reliable service in the hotel including superior cleanliness standards and optimum manpower productivity. Accountable for Guest Experience Agent (GEA)’s execution of the consistent Holiday Inn Express guest experience.

GUEST EXPERIENCE:

• Respond to guest complaints and ensure corrective action to resolve their issues / concerns.
• Carry out the special needs and requests of guests and repeat visitors.
• Advise employees of deficiencies and instruct on corrective action. Provide retraining as needed.
• Demonstrate BrandHearted behaviours by maintaining compliance with all required brand standards, behaviours, hallmarks and license agreement mandates.
• Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Make time to interact with guests, solicit feedback and build relationships.
• Ensure the ‘one team approach’ by assisting in all Reception tasks when required.
• Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service level Standards.
• Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management.

Please refer the Job description for details