The Duty Manager is responsible for managing the day-to-day activities of the Front Office, ensuring high levels of guest satisfaction, operational efficiency, and team performance. This role serves as a key leadership position, handling guest concerns, supervising team members, coordinating with other departments, and acting as the hotel representative when required.
- Lead and supervise Front Office operations to ensure excellent guest service.
- Handle guest inquiries, complaints, and VIP guest requirements professionally.
- Support recruitment, training, coaching, and performance management of team members.
- Monitor room allocation, reservations, and occupancy to maximize revenue opportunities.
- Ensure compliance with Hilton brand standards, policies, and procedures.
- Coordinate with Housekeeping, Food & Beverage, Sales, and other departments.
- Prepare schedules, payroll, and operational reports.
- Conduct daily briefings and shift handovers.
- Manage cash handling, billing accuracy, and financial procedures.
- Act as Duty Manager or Night Manager as required and respond to emergencies appropriately.
- Promote Hilton Honors membership and support guest loyalty initiatives.
- Previous experience in Front Office or hotel operations, preferably in a supervisory role.
- Strong leadership, communication, and interpersonal skills.
- Ability to handle guest concerns with professionalism and diplomacy.
- Excellent organizational and problem-solving abilities.
- Good numerical and analytical skills.
- Proficient in hotel management systems and Microsoft Office applications.
- Ability to work under pressure and manage multiple priorities.
- Good written and spoken English communication skills.
- Flexibility to work shifts, including evenings, weekends, and public holidays.