Duty Manager (HIEX NOIDA)

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.

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.

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.

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.

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.

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.

Strong decision-making and problem-solving abilities

Excellent communication and interpersonal skills

Calm and composed in high-pressure situations

Knowledge of front office systems (Opera, Concerto), PMS, and emergency protocols

Leadership presence with hands-on management approach

Bachelor’s degree/diploma in Hotel Management or related field

Minimum 2–4 years in front office operations; at least 1 year in a supervisory or shift in-charge role

Prior experience with IHG or Holiday Inn Express is a plus

Familiarity with IHG Way of Clean, guest safety protocols, and IHG brand standards

5-day working week

Duty meals

IHG Learning & Development programs

IHG employee room discount benefits worldwide

Fast-track career opportunities within the IHG network