Job description
Role Overview
Duty Manager at Hilton. This role oversees hotel operations in the absence of the Front Office Manager, delivering memorable guest experiences and ensuring smooth daily property functioning.
Role Purpose
As Duty Manager, you spread the light and warmth of hospitality by delivering memorable experiences that make every guest stay exceptional. You oversee all hotel operations, support the team, and maintain the highest standards of service, safety, and guest satisfaction.
Key Responsibilities
Operations Management
- Manage daily hotel operations, including front desk, staffing, room inventory, guest service, and policy compliance.
- Oversee the overall functioning of the property in the absence of the Front Office Manager.
- Conduct property walkthroughs to assess safety, security, and service quality, addressing issues promptly.
Guest Experience
- Bring an upbeat and friendly attitude to all guest interactions.
- Respond promptly to guest inquiries and resolve any issues in a friendly, efficient manner.
Department Support
- Assist across departments by stepping in to support operational roles as needed, including bell service or front desk coverage during breaks or high-volume periods.
Team Leadership & Development
- Supervise and support team members, monitor performance, provide coaching, and foster a positive and productive work environment.
- Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions.
Performance Monitoring & Improvement
- Monitor guest satisfaction metrics such as SALT and Revinate.
- Identify trends and implement improvements as needed.
Additional Information
Hilton is a global leader in hospitality with award-winning workplace culture recognized repeatedly on the World's Best Workplaces list by Great Place to Work and Fortune. The company has welcomed more than 3 billion guests worldwide and maintains a commitment to providing the best stay for every guest across its suite of world-class brands.