Duty Manager (Night) - Bukit Merah

The candidate will also be required to coordinate with all other departments within the hotel to ensure a seamless guest experience is consistently delivered.

At Intercontinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and in the know which means we need you to:

Invite discovery: we are open to experiencing and building our knowledge of ourselves, the people and the cultures around us – and invite and encourage others to do the same.

Embrace empowerment: we cultivate environments where we celebrate differences, foster belonging and actively empower and care for each other.

Champion possibility: we are proud to be a global luxury brand that continuously innovates, set the standard, and pushes what’s possible for our industry, our guests and our colleagues.

Your Day to Day

• Assists in coordinating the preparation of the departmental annual budget.
• Control and monitor departmental costs on an ongoing basis to ensure performance against budget.
• Assists in keeping the department in line with budgeted payroll targets.
• Promotes inter-hotel sales and in-house facilities.

• Assist the department head in operational planning and strategic execution.
• Support the Front Office Manager in recruitment activities aligned with company policies.
• Prepare and execute a detailed and structured onboarding program for new hires.
• Maintain and implement updated, guest-focused departmental SOPs.
• Conduct training needs analysis; design and implement training programs accordingly.
• Provide input during probation evaluations and formal performance appraisals.
• Coach, counsel, and discipline staff while delivering constructive feedback to enhance performance.
• Maintain strong communication and positive working relationships with all team members.
• Foster collaboration with other hotel departments to ensure seamless operations.
• Supervise and support Reception team; assist other departments when needed.
• Monitor staff conduct, grooming, hygiene, and professional appearance.
• Provide hands-on support during peak periods and high-occupancy situations.
• Offer cross-functional guidance and assistance to all hotel departments as required.

• Assist the Guest Relations team in welcoming, rooming, and farewelling VIP guests.
• Ensure VIPs, InterContinental Ambassadors, and IHG One Rewards Members receive personalized attention.
• Respond promptly to guest needs and effectively resolve any issues.
• Proactively manage situations to ensure guests receive timely assistance and personal recognition throughout their stay.
• Build and maintain strong relationships with both guests and internal colleagues to consistently exceed expectations.
• Take initiative to address and resolve guest concerns with empathy and efficiency.
• Uphold the hotel’s image and reputation in every interaction with internal and external stakeholders.
• Ensure departmental adherence to InterContinental brand standards.
• Maintain in-depth knowledge of hotel products and services to confidently explain and upsell to guests.
• Provide assistance and escort guests to various locations within the hotel upon request.
• Stay informed on hotel programs, promotions, and events to better anticipate guest needs.
• Maintain an active presence in the lobby to support guest engagement.
• Serve as the first point of contact for guest complaints and implement effective service recovery strategies.
• Stay updated on all hotel information to provide accurate and helpful guidance to guests.

• Actively supports the Front Office Manager in overseeing guest services and daily operations.
• Conducts regular inspections of front and back-of-house areas to ensure cleanliness and operational readiness.
• Reviews billing instructions, monitors guest credit, and approves discounts, rebates, and rate variances to ensure revenue control.
• Oversees the use of the Property Management System (PMS), particularly during emergencies.
• Ensures full compliance with hotel emergency procedures and safety protocols.
• Promotes FIT marketing techniques and supports front-line staff in maximizing sales opportunities.
• Acts as Hotel Management’s representative in their absence, ensuring guest satisfaction and operational continuity.
• Upholds all local laws, company values, and safety guidelines at work and in staff accommodation.
• Responds professionally to overbooking situations and guest complaints, ensuring guest concerns are resolved diplomatically.
• Prepares operational reports, logs all relevant incidents, and ensures smooth communication across shifts.
• Keeps the team informed of VIP arrivals, promotions, events, and emergency procedures to maintain service excellence.
• Promotes cost-saving practices and environmental sustainability efforts.
• Demonstrates respectful conduct and encourages a positive, safe, and inclusive workplace culture.
• Performs other duties as assigned by the Front Office Manager.

• Supervisory role of Duty Manager at a full-service hotel or regional extended-stay hotel.
• Reports to the Front Office Manager.
• Supervises front desk agents, porter/shuttle services, reservations, PBX, etc.
• Oversees all trainees and staff in the Front Office Department.

• A Diploma or equivalent in Hotel Management/Business Administration, with 1 year of Front Office/Guest Service experience, including management experience.
• Fluency in English; proficiency in other languages is preferred.

Key Requirements:

• Ability to stand for extended periods behind the desk and in front office areas.
• Capacity to lift or carry items weighing up to 50 pounds.
• Proficiency in handling various objects and using a keyboard to operate property management and reservation systems.
• Strong communication skills for interacting with guests, employees, and third parties, reflecting well on the hotel, brand, and company.
• Frequent use of reading and writing for completing paperwork, management reports, and training.
• Basic mathematical skills, including budgeting, profit/loss concepts, percentages, and variances.
• Regular use of problem-solving, organizational, and training abilities.
• Willingness to travel for workshops, specialized training, or certifications.
• Flexibility to work nights, weekends, and holidays as required.

What we offer

We’ll reward your hard work with a competitive salary and a comprehensive benefits package – including generous room and dining discounts, exceptional training opportunities and a strong support for your ongoing career development.

You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve – visit www.http://careers.ihg.com to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.