Duty Manager

Job Summary

The Duty Manager is responsible for overseeing the effective and efficient operation of Front Office which includes Reception, Concierge, Front Services and Personal Concierge. The Duty Manager is in charge for the overall hotel operation in the absence of Senior Management.

Organizational Structure

The Duty Manager reports directly to the Front Office Manager.

What will I be doing?

Duties and Supporting Responsibilities:

• Operate the Front Office properly, efficiently and with profitability
• Supervise and assist Guest Service Agents with their duties if necessary
• Ensure a warm and genuine arrival and departure experience in compliance with Forbes Five-Star Standards
• Ensure accurate communication of information and guest requests to all relevant departments
• Personally welcomes guests in VIP categories as well as repeat guests; recognize and anticipate their individual needs
• Perform aspects of human resources and training functions, including counseling, coaching, training, disciplinary actions, etc., for Guest Service Agents
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff
• Identifies quality improvement trends and effectively communicates issue to the Front Office Manager
• Cooperate and coordinate teamwork with other departments
• Perform any other reasonable duties as required by the Front Office Manager
• Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
• Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
• Spend time in all Public Areas periods to ensure that the area is managed well by the respective team
• Ensure that guest history records are accurately maintained and all repeat guests preferences are met.
• Cover overnight relief shifts in absence of the Night Manager

Requirements

Mandatory

• 2 years of management experience within a luxury environment ideally at the Front Office
• Strong verbal and written communication skills in the English language
• Able to multi-task
• Able to work night shifts
• Strong knowledge of front office operations, including cashier and reception
• The ability to work well in a team environment
• Able to stand for extended periods of time
• Computer literacy which is not limited to: Excel, Power Point and Word
• Professional appearance and demeanor

Desirable:

• Bachelor's degree in Hospitality Management or a related field
• 2 years of management experience within Front Office

Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

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!

EOE/AA/Disabled/Veterans