Duty Manager

Duty Manager

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?

A Hotel Duty Manager is responsible for overseeing the hotel's operations, ensuring the safety and comfort of our guests and staff. This role requires a vigilant and proactive individual who can handle late-night operations, address guest concerns, and conduct regular patrols of the hotel premises, both indoors and outdoors.

Key Responsibilities:

• Operational Oversight: Manage and oversee all hotel operations during the shift required (Morning, Afternoon and Night) on rotation basis, ensuring smooth and efficient functioning.
• Guest Relations: Handle guest inquiries, complaints, and emergencies in a professional and timely manner, ensuring guest satisfaction.
• Security Patrols: Conduct regular patrols of all hotel areas, including hallways, lobby, parking lots, and other outdoor areas, to ensure safety and security.
• Emergency Response: Be the first point of contact for any emergencies, such as medical situations, fire alarms, or security threats, and coordinate with relevant emergency services as needed.
• Staff Supervision: Supervise the shift staff, providing guidance, support, and training as necessary.
• Reporting: Maintain detailed logs and reports of activities, incidents, and guest interactions, and communicate with the Front Office Manager.
• Policy Enforcement: Ensure all hotel policies and procedures are adhered to by guests and staff, addressing any violations promptly.
• Maintenance Coordination: Identify and report any maintenance issues observed during patrols to the maintenance team for prompt resolution.
• Administrative Tasks: Perform check-ins and check-outs as needed, handle cash transactions, and manage room keys and reservations.
• Customer Service: Provide exceptional customer service and maintain a welcoming environment for all guests.

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, behaviors, skills, and values that follow:

• Previous managerial 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
• Possesses 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 Duty Manager in a similar quality hotel preferably with Night Shift experience
• A degree or diploma in Hotel Management or equivalent
• An 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!