Duty Manager

Overview

• A Duty Manager works closely with Guests to greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby.
• What will I be doing?
• As a Duty Manager, you will work closely with Guests to greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby.
• A Duty Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
• Occupy the hotel lobby and other public areas, particularly at busy times
• Engage Guests in conversation and provide general assistance
• Manage, record, and resolve promptly all Guest complaints
• Meet and greet VIP Guests and major corporate clients upon arrival
• Coordinate the services and special facilities provided to long-stay Guests
• Understand all credit procedures and ensure they are applied
• Stay current with all hotel products, services, policies and emergency procedures
• Monitor Guest satisfaction reports and implement actions to improve results
• Handle, record and follow through with management issues or emergencies that arise
• Conduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc.
• What are we looking for?
• Duty Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members.
• To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Previous supervisory experience in Front Office within the hotel/leisure/retail sector
• Good knowledge of Health and Safety and security procedures
• Calm, efficient and the ability to work well under pressure
• Excellent leadership skills and exceptional communication skills
• A passion for delivering exceptional levels of guest service
• Possess strong commercial acumen, with experience in increasing profitability in a tight market sector
• Experience in managing budgets, revenue proposals and forecasting results in a similar sized property
• It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
• Previous role as a senior supervisor or Duty Manager in a similar quality hotel
• A degree or diploma in Hotel Management or equivalent
• In-depth knowledge of the hotel, leisure or service sector
• What will it be like to work for Hilton?
• Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels.
• For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value.
• Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.
• Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.
• And, our amazing Team Members are at the heart of it all!