Full-timeHotels & hospitality· Posted 9 Oct

Holiday Inn Express & Suites Singapore Novena-Duty Manager

IHG Hotels & ResortsApply on company site

Salary

Not stated by the company

When

Full-time hours

Where

NSNovena201 Balestier Road, Singapore 329926

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role is based at Holiday Inn Express & Suites Singapore Novena on Balestier Road, where you will oversee consistent service delivery, cleanliness standards and manpower productivity across the hotel. You will be accountable for how the Guest Services team delivers the brand guest experience, and the position suits someone with hospitality leadership experience who enjoys coaching a team and working directly with guests.

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What you'll do

Help prepare the annual departmental operating budget
Track the budget and control expenses to improve productivity
Analyse financials to drive revenue, profitability and return on investment
Support the hotel's revenue growth using company systems and procedures
Assist with third party vendor induction and help manage vendor performance
Mentor, coach and give regular feedback to resolve conflicts and lift Guest Services team performance and engagement
Make sure team members are properly trained and have the tools and equipment they need
Promote a one team approach and quality service through daily communication and coordination
Develop programmes that improve colleague engagement in line with brand service behaviours
Develop, implement and monitor succession planning for the team
Set performance and development goals for team members and provide coaching and feedback
Handle Guest Services team training and rostering
Respond to guest complaints and make sure corrective action resolves their concerns
Fulfil special needs and requests from guests and repeat visitors
Advise team members on deficiencies, instruct corrective action and provide retraining when needed
Maintain compliance with brand standards, behaviours, hallmarks and licence agreement mandates
Drive guest satisfaction goals and work with the hotel team on services and programmes that meet or exceed expectations
Spend time interacting with guests, gathering feedback and building relationships
Assist with all Reception tasks when required to support the one team approach
Maintain Standard Operating Procedures in line with service level standards
Assist IT shared services with PMS maintenance, configuration and interface management
Ensure a safe and secure environment for guests, team members and hotel assets in line with hotel, owner and regulatory requirements
Develop and carry out action plans to reduce the hotel's carbon footprint
Act responsibly when handling hotel revenue
Take on any other duties assigned by your supervisor

Requirements

Minimum Diploma or Degree in Hospitality, or equivalent
4 years of related experience in the same role, or an equivalent combination of education and experience
Service-oriented with strong problem-solving and relationship-building skills
Positive attitude and keen to learn
Proficient in written and spoken English with good communication skills
Only Singaporeans and Singapore Permanent Residents need apply

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Holiday Inn Express & Suites Singapore Novena-Duty Manager

About the role

What you'll do

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