Duty Manager InterContinental

Your day-to-day

• Understanding the company's objectives and standards, processes and plans.
• Understanding the values and culture of the company and how they influence what we do.
• Understand company loyalty program, tiers, points and guest enrolment system.
• Active achievement of the customer expectations and performance targets of the department.
• Actions to "go the extra mile" and deliver exceptional customer service, not just the minimum acceptable.
• A warm and friendly approach to other team members and a positive sharing of workloads, skills and knowledge.
• Interest in customer comments and complaints and action on the feedback provided by team leaders.
• Awareness of costs and cost control [eg, control of waste], and awareness of budget targets for the department.
• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• Coaching of the team so they can see how to meet the short term and longer-range plans of the business.
• Support through daily management activities of the company's and brands values and culture.
• Implementation of the operational and service standards set out in the Corporate Standard; mediation of these standards to line managers.
• Close work with leaders in the team to support other team members and ensure they have a strong sense of direction.
• Management of the department's technical standards to ensure they comply with corporate policy and/or with industry practice.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It s what connects every colleague in all IHG hotels.

True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner