Duty Manager

Job Description - Duty Manager (HOT0ARC1)

Job Number:

Work Locations

DoubleTree by Hilton Shah Alam i-City Golden Triangle Shah Alam 40000

The Duty Manager assists the Front Office Manager in the administration and management of all Front Office operations to ensure profitability, control costs and quality standards, ensuring total guests’ satisfaction. This role efficiently coordinates the day-to-day operation of the Welcome Desk and Guest Relations division, providing leadership at the frontline level.

What will I be doing?

As the Duty Manager, you will be responsible for performing the following tasks to the highest standards:

1. Communicate effectively both verbally and in writing to provide clear direction to team members, observing performance and encouraging improvement.
2. Interview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for Front Office team members.
3. Monitor lobby traffic and assign team members as required.
4. Review VIP reservations and ensure the proper handling of VIPs and groups, administering amenity orders, and managing incoming guests.
5. Update the system by inputting inventory and non-inventory groups, monitoring special reservation handling requests and oversee rate changes for in-house guests.
6. Compute daily payroll, schedules and other reports, analyze data and make decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecasts of expected arrivals and departures.
7. Manage the Front Office team, resolve guests’ concerns, and implement resolutions by using discretion and judgment.
8. Lead and motivate team members by leading by example and employing competent and consistent management practices.
9. Take responsibility of the hotel as the Duty Manager in the absence of the Assistant Front Office / Front Office Manager.
10. Actively take part in training the team, facilitating formal training sessions and on-the-job training to ensure that all team members are of the same standard.
11. Attend training where and when required.
12. Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
13. Conduct PDRs, one-to-one meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.
14. Be involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
15. Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
16. Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and know what is expected of them.
17. Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired about, and method of payment secured.
18. Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager to follow-up, where appropriate.
19. Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
20. Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
21. Allocate rooms in accordance to guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
22. Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
23. Ensure communication, coordination and cooperation between the Front Desk and other operating departments, specifically Housekeeping, F&B and Accounts.
24. Ensure that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
25. Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
26. Complete reports where and when requested, ensuring that they are complete and delivered on time to the respective parties.
27. Adhere to the hotel’s selling strategy of demand-based pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.

What are we looking for?

A Duty Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

1. Able to read, write, speak and understand English to communicate effectively with guests and employees.
2. Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
3. Strong interpersonal skills to provide overall guest satisfaction.
4. Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
5. Thorough organization and supervisory skills.
6. Proficient in accomplishing tasks.
7. Able to work under pressure and deal with stressful situations during busy periods.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from