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Duty Manager

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Hilton

14d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Hospitality & Retail
  • Dubai

AI generated summary

  • You need supervisory experience in Front Office, strong leadership and communication skills, knowledge of Health and Safety, budget management, and a degree in Hotel Management or equivalent.
  • You will engage Guests, resolve complaints, greet VIPs, coordinate services for long-stay Guests, ensure credit procedures, monitor satisfaction, handle emergencies, and conduct safety procedures.

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 the ability 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
  • 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

Responsibilities

  • Occupy the hotel lobby and other public areas, particularly at busy times
  • Engage Guests in conversation and provide general assistance
  • Manage, record, and resolve promptly all Guest complaints
  • Meet and greet VIP Guests and major corporate clients upon arrival
  • Coordinate the services and special facilities provided to long-stay Guests
  • Understand all credit procedures and ensure they are applied
  • Stay current with all 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 any Health and Safety procedures, if required, including fire walks, food safety investigations, etc.

FAQs

What are the main responsibilities of a Duty Manager?

A Duty Manager is responsible for greeting and assisting Guests, managing first impressions, handling Guest complaints, coordinating services for long-stay Guests, and ensuring all hotel policies and emergency procedures are followed.

What qualifications or experience are required for this role?

Previous supervisory experience in Front Office within the hotel/leisure/retail sector is required, along with good knowledge of Health and Safety and security procedures. A degree or diploma in Hotel Management or equivalent is advantageous.

What skills are essential for a Duty Manager?

Essential skills include excellent leadership abilities, exceptional communication skills, a calm and efficient demeanor under pressure, and a passion for delivering exceptional levels of guest service.

Do Duty Managers interact with VIP Guests?

Yes, Duty Managers meet and greet VIP Guests and major corporate clients upon their arrival to ensure their needs are met promptly and efficiently.

How does a Duty Manager handle Guest complaints?

A Duty Manager is responsible for managing, recording, and promptly resolving all Guest complaints to maintain high levels of Guest satisfaction.

What is the work environment like for a Duty Manager?

The work environment involves occupying the hotel lobby and other public areas, particularly during busy times, while engaging with Guests and ensuring a welcoming atmosphere.

Is prior experience in a similar role beneficial?

Yes, having experience as a senior supervisor or Duty Manager in a similar quality hotel is advantageous for this position.

How does Hilton support professional growth?

Hilton is dedicated to providing exceptional guest experiences and also focuses on the growth and development of its Team Members, enabling them to advance in their careers within the hospitality industry.

What type of training is provided for Duty Managers?

Training may include familiarization with hotel products, services, policies, emergency procedures, and Health and Safety protocols, ensuring Duty Managers are well-prepared for their roles.

How does a Duty Manager contribute to Guest satisfaction?

A Duty Manager monitors Guest satisfaction reports, engages in conversation with Guests, addresses complaints, and implements actions to improve overall Guest experiences.

An official account for Hilton, a leading global hospitality company filling the earth with light & warmth since 1919.

Travel & Leisure
Industry
10,001+
Employees
1919
Founded Year

Mission & Purpose

Hilton is a global hospitality company that operates a chain of hotels and resorts worldwide. They provide accommodation and services for travellers and guests, offering a range of options from luxury to budget-friendly hotels. Hilton's ultimate mission is to be the most hospitable company in the world, aiming to deliver exceptional guest experiences and create memorable moments for their customers. Their purpose is to provide a welcoming and comfortable environment where guests can relax, enjoy their stay, and feel cared for during their travels. They strive to offer consistent quality across their properties, with a focus on outstanding service, amenities, and personalised experiences to ensure guests feel valued and satisfied.

Benefits

  • Health & Welfare Benefit Plans

  • Retirement Savings Program

  • Mental Wellness Support

  • Flexible Schedules

  • Access to your pay when you need it ​​​​​​​through DailyPay