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Duty Manager Support

2 months ago

London, Greater London, United Kingdom Hilton Worldwide, Inc. Full time

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