Duty Manager Support
3 weeks ago
Job Description
A Duty Manager plays a crucial role in ensuring exceptional guest experiences at Hilton hotels. This individual works closely with guests to greet, converse, and provide assistance, especially when VIP guests and long-stay guests are present.
- Key Responsibilities:
- Occupy the hotel lobby and other public areas, particularly during busy times
- Engage guests in conversation and offer general assistance
- Manage, record, and promptly resolve all guest complaints
- Meet and greet VIP guests and major corporate clients upon arrival
- Coordinate services and special facilities provided to long-stay guests
- Understand credit procedures and ensure they are applied
- Stay current with 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 health and safety procedures, if required, including fire walks and food safety investigations
Requirements:
- Previous supervisory experience in Front Office within the hotel/leisure/retail sector
- Good knowledge of Health and Safety and security procedures
- Calm, efficient, and able 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
Preferred Qualifications:
- 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
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