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With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Duty Manager’s role is to efficiently manage the day-to-day operations of the Hotel, through the Front Office team by providing leadership and direction and support to the Front Office Manager. On night shifts, the Duty Manager is the senior on-site supervisor tasked with the efficient and effective operation of the Hotel.

RESPONSIBILITIES

Operational

Arrival:

· Creating a warm and welcoming arrival for guests, ensuring an effective and efficient check-in

· Welcomeguests and create rapport upon arrival to ensure they feel “at-home”

Stay:

·Ensuring a memorable guest stay by giving caring and courteous guest services, providing information, responding to problems, and dealing with guests in a friendly, hospitable manner

·Paying special attention and taking into consideration VIP preferences, requirements and needs

·Dealing with guest’s problems and issues promptly, ensuring resolution to the guest’s satisfaction

Departure:

·Facilitate a quick and efficient departure by ensuring that all guests leave happy with their stay

·Ensure that guests enjoyed their stay by dealing and resolving any issues prior to guest departure

Standards:

·Ensure consistency by adhering to Hilton brand standards

Leadership:

·Leading the Guest Relations division; monitoring performance, providing guidance and direction

Responsibilities/Scope

People:

·Lead, Support and motivate Front Office TMs by leading by example and employing competent and consistent management practices

·Take responsibility of the entire hotel as the Manager on Duty in the absence of Directors/GM

·Actively train the team, formally and on the job to ensure TMs are of the same standard

·Coach and mentor TMs, reinforcing standards and expectations and motivating TMs to meet targets

·Maintain discipline amongst TMs, by consistent application of Hotel Handbook and Labour Laws

·Conduct TMs counselling, ensuring that feedback given fair, and development focused

·Identify and support the professional growth of high potential TMs

·Contribute to operational success sharing ideas and suggestions for improvement

·Manager induction and training for new TMs, ensuring that they competently perform in their roles

Customer:

·Create a warm and welcoming arrival for guests, ensuring they feel expected and “at-home” on arrival

·Check in guests ensuring their registration card is completed, reservation information confirmed, HHonors and Frequent Flyer Number entered, and method of payment secured

·Ensure guests are escorted to their room that the hotel facilities and room features are explained

·Handle complaints promptly and efficiently, following up to ensure guest’s satisfaction

·Maintain awareness of guest’s profile and specific preferences

·Act as the first point of contact and liaison for VIP guests, ensuring they receive personal service

·Liaise with Sales, Reservations teams to handle corporate guests

·Promote HHonors and its associated benefits to guests; acknowledge existing HHonors guests

·Allocate rooms in accordance with their reservation, preference and remarks

Quality:

·Preparearoom and rate discrepancy reportdaily, ensuring room occupancy, ratesand packages are correct

·Prepare the nightauditsummary on adailybasis, completing room, rate, revenue, market segment, and competitor information, anddistribute daily

·Prepare daily info.sheet, including results from the previous night, forecast for the day, F&B promotional information, meetings, and VIP arrivals and departures

·Ensureall postings arecompleteprior to closing the night and running the audit

·ApplyHilton Brand Standards in every action, model the standards in a practical setting

·Maintainknowledge of theHotel’s facilities and services

·Keepup-to-date with Safety andSecurity, facilities, attractions, places of interest, aroundPOM

·Ensure communication, and cooperationwith FrontDesk and Housekeeping, F&B and Accounts

·Maintain the hotel systems to ensure accuracy of information

·Conduct daily briefings/shift handovers, attend meetings and communicate toTMs

·Ensure the Front Office Manager is kept aware and up to date onoperational issues

·Ensure the night functions of the front desk are completede.g.trace report, credit limit check, online back-up, and allocation of rooms,lost Interface,pay-masters,discount and rate discrepancies, and registration cards

·Checkregistration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is actioned upon

·Complete reportsasrequested, ensuring they are complete and delivered on time

·Ensure that the front officeis kept stocked and that par levels are maintained and stock tracked

·Keep up-to-date and aware of competitor activitiestocreate market advantage

·Adhere to the hotel’sselling strategy ofdemandbasedpricing;maintain rate integrity by offering clear, transparent, value for money rates

·Complywith Health & Safety,emergencymanagement, disaster Manual, andfire procedures and regulations.Deputise for FO Manager/GM onEmergency Response Team

Profit:

·Enforce standard cash handling procedures amongst TMs, ensuring their floats are balanced

·Adhere to credit policy when handling cash, credit card transactions, and third party payments for rooms, meetings, F&B and any other guest charges

·Maintain safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times

·Follow up outstanding accounts ensuring no loss of revenue

·Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges

·Manage costs effectively by minimising and controlling expenses

·Manage and approve rebates, refunds and discounts where applicable

·Maintain awareness of sales opportunities within the hotel, maximising revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards

What are we looking for?

·Experienced -gained from working in a similar role

·A strong team manager with proven experience

·Passionate about deliveringexceptional guest experiences and service

·Meticulous with guest’s private information, ensuring confidentiality at all times

·Confident dealing with a wide variety of people

·Committed to continuous improvement.

Job: Guest Services, Operations, and Front Office

Title: Duty Manager

Location: null

Requisition ID: HOT0AKPH

EOE/AA/Disabled/Veterans