Duty Manager (HIEX NOIDA)

Job Purpose:

To oversee the smooth functioning of hotel operations during shifts, ensuring guests receive exceptional service, and that safety, security, and brand standards are maintained. Acts as the manager-on-duty (MOD) in the absence of senior management and is the primary point of contact for guest concerns.

Key Responsibilities:

Guest Experience:

Ensure a seamless check-in/check-out process and resolve guest complaints with empathy and professionalism.Actively engage with guests to gather feedback and enhance service delivery.Handle VIP and loyalty guest arrivals, special requests, and service recovery.

Operational Supervision:

Supervise all operational departments (Front Office, Housekeeping, F&B, Security, Engineering) during the shift.Conduct regular property walks to monitor cleanliness, safety, and adherence to brand standards.Ensure smooth coordination between departments for special events, group arrivals, or emergencies.

Crisis Management & Safety:

Act as the primary contact in case of emergencies (fire, medical, power outage, etc.).Ensure that safety and security protocols are followed at all times.Prepare incident and shift handover reports with full details of occurrences during the shift.

Team Leadership:

Motivate and guide team members to deliver "Simple, Smart Travel" aligned with the Holiday Inn Express promise.Train and mentor front-line staff to handle guest issues independently and with confidence.Monitor colleague grooming, attendance, and performance during the shift.

Revenue & Cash Handling:

Monitor overbooking situations and manage room inventory in coordination with the Reservations/Revenue team.Authorize rebates, discounts, and complimentary services as per company policy.Oversee cash handling, billing issues, and ensure accurate end-of-day reconciliation.

Key Skills & Competencies:

Strong decision-making and problem-solving abilitiesExcellent communication and interpersonal skillsCalm and composed in high-pressure situationsKnowledge of front office systems (Opera, Concerto), PMS, and emergency protocolsLeadership presence with hands-on management approach

Qualification & Experience:

Bachelor’s degree/diploma in Hotel Management or related fieldMinimum 2–4 years in front office operations; at least 1 year in a supervisory or shift in-charge rolePrior experience with IHG or Holiday Inn Express is a plusFamiliarity with IHG Way of Clean, guest safety protocols, and IHG brand standards

What We Offer:

5-day working weekDuty mealsIHG Learning & Development programsIHG employee room discount benefits worldwideFast-track career opportunities within the IHG networkDon't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.