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.