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 current 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.

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KEY SKILLS & COMPETENCIES:

* Strong 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 (Hyderabad)
🏢 IHG
📍 Hyderabad