Key Responsibilities:

1. Guest Service & Brand Experience

- Ensure all guests receive service as per IHG Way of Clean and brand service standards.
- Handle VIP arrivals, guest complaints, and special requests promptly and professionally.
- Maintain high guest satisfaction scores (GSTS / Medallia targets).
- Ensure brand greetings and service touchpoints are followed consistently.

2. Operational Management

- Supervise Front Office, Housekeeping coordination, and F&B; during shift.
- Conduct daily shift briefings and ensure smooth handovers.
- Monitor room inventory, room status, and overbooking situations.
- Ensure compliance with SOPs and emergency procedures.

3. Team Leadership

- Guide and support team members during shifts.
- Ensure grooming standards and professional conduct as per brand guidelines.
- Assist in training new associates on brand standards and service delivery.

4. Financial & Compliance





- Monitor daily cash handling, billing accuracy, and night audit coordination.
- Ensure adherence to internal controls and audit requirements.
- Support upselling initiatives to maximize revenue (IHG Rewards enrolments, room upgrades, etc.).

5. Safety & Security

- Ensure guest and employee safety at all times.
- Handle emergency situations (fire, medical, security issues) as per hotel SOP.
- Conduct routine property checks during shift.

Key Skills & Competencies:

- Solid leadership and decision-making ability
- Excellent communication and interpersonal skills
- Problem-solving and conflict resolution
- Guest-focused mindset
- Knowledge of PMS (Opera preferred)
- Understanding of IHG brand standards

📌 Duty Manager - Holiday Inn Express Hyderabad Hitec City
🏢 IHG
📍 Hyderabad