If you appreciate the impact global travel can have on the world, you be just the person we are looking for to work as a Hilton Team Member
Because it s with Hilton where we never forget the reason were here: to delight our guests, Team Members, and owners alike
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 isfaction
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:
Communicate effectively both verbally and in writing to provide clear direction to team members, observing performance and encouraging improvement
Interview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for Front Office team members
itor lobby traffic and assign team members as required
Review VIP reservations and ensure the proper handling of VIPs and groups, administering amenity orders, and managing incoming guests
Up the system by inputting inventory and non-inventory groups, itoring special reservation handling requests and oversee rate changes for in-house guests
Compute daily payroll, schedules and other reports, analyze data and make isions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecasts of expected arrivals and departures
Manage the Front Office team, resolve guests concerns, and implement resolutions by using discretion and judgment
Lead and motivate team members by leading by example and employing competent and consistent management practices
Take responsibility of the hotel as the Duty Manager in the absence of the Assistant Front Office / Front Office Manager
Complete night shift duties acting as the Night Manager when he / she is not on duty
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
Attend training where and when required
Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets
Maintain discipline a gst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines, appropriately discipline when and where required
Conducts 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
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
Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being in ative and creative to provide quality service and customer care to team members and guests
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
Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately at-home when they arrive
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
Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner
Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager to follow-up, where appropriate
Follow-up with guests to ensure isfaction with problem resolution
Maintain awareness of guests profiles and specific preferences, ensuring that they are acted upon for each reservation
Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual
Allocate rooms in accordance to guests reservations, preferences and re ks, maintaining a systemized and sales focused approach to room inventory management
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
Liaise with Sales, Reservations and Business Development teams to handle corporate guests
Ensure that guests profiles and information are input into the Police Report system in a timely and accurate way
Apply Hilton s brand standards in every action, acting as a role model and example of how the standards should be carried out in a practical setting
Knowledgeable of the hotel s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China
Up to with information on facilities, attractions, places of interest, sights and activities in and around the hotel
Ensure communication, coordination and cooperation between the Front Desk and other operating departments, specifically Housekeeping, F&B and Accounts
Maintain the hotel systems to ensure accuracy of information and data, ensuring that it is easy to use and operated in an organized and systemized way
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
Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest isfaction is confirmed
Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members
Ensure that the Front Office Manager is kept aware and up to of operational issues
Ensure that the day-to-day functions of the front desk are completed, including but not limited to the Guest Services Manager s checklists, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, discount and rate discrepancies, and registration cards
Check registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is acted upon
Complete reports where and when requested, ensuring that they are complete and delivered on time to the respective parties
Keep up to and aware of competitor activities in order to be proactive and create ket advantage
Adhere to the hotel s selling strategy of demand-based pricing and maintain rate integrity by offering clear, transparent, and value for ey rates to guests
Comply with Health & Safety, Emergency Management, Disaster manuals, Fire procedures and regulations
In the absence of the Guest Relations Manager, be a part of the Fire Team and take action accordingly
Adhere strictly to standard cash handling procedures a gst team members, ensuring that all team members balance their float and drop the required amount
Adhere to the company s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third-party payments for rooms, meetings, F&B and other
Maintain safety deposit boxes, ensuring that guests valuables are always safe and secure
Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations
Maintain the efficiency of departure by checking all guests folios to ensure accuracy of charges
Manage costs effectively by minimizing and controlling expenses
Manage and approve rebates, refunds and discounts where applicable
Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring that guests receive value for ey and adhere to Hilton brand standards
Adhere to the hotel s security and emergency policies and procedures
Carry out any other reasonable duties and responsibilities as assigned
The Management reserves the right to make changes to this job description at its sole discretion and without advance notice
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:
Able to read, write, speak and understand English to communicate effectively with guests and employees
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
Strong interpersonal skills to provide overall guest isfaction
Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels
Thorough organization and supervisory skills
Proficient in accomplishing tasks
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 luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels
For nearly a century, Hilton has offered business and leisure travellers 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 re kable hospitality experiences around the world every day And, our amazing Team Members are at the heart of it all!
