Duty Manager

As a Duty Manager in the Front Office Department, you are responsible for managing the daily guest experience throughout the Hotel. This involves direct supervision and leadership of Front Office front-line team members to achieve hotel KPIs, assisting where required, handling guest complaints, guest relations, and responding to emergencies, as well as performing other tasks associated with the operation. The service philosophy will be to fill the earth with the light and warmth of hospitality by bringing Hilton’s values to life in your everyday actions. He or she must be approachable and organized, with excellent communication skills to handle guest issues effectively in accordance to Hilton Brand Standard and having good knowledge on Hilton Honours privilege.

What will you be doing:

• Supervise day-to-day operations ensuring standards are adhered to and maintained.
• Maintain good relationships with VIPs, loyalty guests, leisure and corporate guests, Hotel suppliers, external service providers and other Hotel departments that reflect our Hotel values and add value to the guest experience.
• Create 5-star guest experiences as measured by guest feedback.
• Review daily reports to ensure system is being maintained as per company policies and procedures.
• Be responsible as a point of contact for VIP and long stay guests, ensuring they feel comfortable and remain available to provide assistance throughout the guest stay, as required.
• Ensure the entire reception team work with a sales focused attitude and are aware of sales opportunities within the hotel which will assist with the maximisation of revenue.
• Ensure all relocations are handled in a diplomatic and professional way.
• Actively promote the services and facilities of Hilton to all customers and guests and cross sell the other Hiltons brands where appropriate.
• Authorise all rebates made on guest accounts and closely monitor such occurrences, apply internal controls in case of insufficient back up to mitigate any risk of fraud.
• Manage rostering levels to support business demands, in line with revenue and payroll targets.
• Fully understand and be able to check out all guests, groups and tours from the hotel in an efficient and timely manner, ensuring correct cashiering procedures are followed and all charges are posted appropriately.
• Actively develop team members’ skills and performance through coaching and training.
• Ensure communication between reception and all other areas of the hotel is professional, efficient and thorough.

Knowledge and Experience

• Graduate Bachelor in Bachelor and above.
• Minimum 2-3 years’ experience or previous background in Front office and experience in leadership role.
• Having good knowledge of Hilton Brand Standard and Hilton Honours membership.
• Committed to delivering a high level of customers service as per Hilton brand to both internally and externally.
• Flexible to respond to a range of different work situations and be able to work under high pressure.
• Excellent grooming working attire.
• Possess positive attitude and willingness to develop team members and self.
• High level of IT proficiency.
• Good level of English language communication.

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 travellers 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!