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Key Requirements – Duty Manager

1. Strong Leadership and Team Management
Demonstrated ability to lead, motivate, and supervise team members effectively while ensuring smooth and efficient shift operations.
2. Comprehensive Front Office Operations Knowledge
Strong understanding of Front Office procedures, including check-in, check-out, room assignment, reservations, billing, cash handling, and daily operational controls.
3. Commitment to Guest Experience and Service Excellence
Genuine passion for hospitality with a strong commitment to delivering exceptional guest experiences in accordance with Holiday Inn Express brand standards.
4. Effective Complaint Handling and Problem-Solving Skills
Ability to handle guest concerns and complaints professionally, resolve issues efficiently, and ensure appropriate follow-up to achieve guest satisfaction.
5. Sound Decision-Making and Critical Thinking
Ability to assess situations accurately, make timely and appropriate decisions, and take ownership of operational matters, particularly during unexpected or challenging situations.
6. Excellent Communication and Interpersonal Skills
Strong verbal and written communication skills with the ability to communicate professionally and effectively with guests, colleagues, supervisors, and management.
7. Effective Cross-Departmental Coordination
Ability to work closely with Housekeeping, Engineering, Food & Beverage, Security, Sales, and Reservations to ensure seamless hotel operations and timely resolution of guest-related matters.
8. Proficiency in PMS and Hotel Systems
Good working knowledge of Property Management Systems and other hotel-related systems, with the ability to accurately monitor guest information, room status, transactions, and operational reports.
9. Operational and Financial Awareness
Understanding of hotel operational controls, revenue awareness, billing procedures, cash handling, credit transactions, and the importance of maintaining accuracy and compliance with established procedures.
10. Professionalism, Flexibility, and Accountability
High level of professionalism, integrity, and personal accountability, with the flexibility to work various shifts and the ability to remain composed and effective in a fast-paced hotel environment.