Duty Manager

6 months ago

Queenstown, New Zealand Hilton Full time

**Working for Hilton**

Located on the shores of Lake Wakatipu, our lakeside resort features 5-star amenities including a 25 meter heated indoor pool, fitness center, eforea spa and outdoor terrace with lake views. Guests can sample the best of New Zealand cuisine at one of the multiple dining options and Pinot Pit by Wakatipu Grill serves a wide range of local wines.

Our unique location here in Queenstown offers our guests two hotels from the Hilton brand to choose from - Hilton Queenstown Resort & Spa and DoubleTree by Hilton Queenstown, and our Team Members get to work across both properties.

Hilton is a leading global hospitality company, covering the entire accommodation sector from luxury hotels and resorts to upscale, affordable properties. Hilton has a portfolio of 18 world-class global brands, over 6000 properties in 119 countries and territories and an award-winning customer loyalty program, Hilton Honors. And, our amazing Team Members are at the heart of it all

**What will I be doing?**

In your new role as Duty Manager you will be the sole Manager on Duty, responsible for the all aspects of the safe, compliant and effective operation of the Hotel.

Specifically you will perform the following tasks to the highest standards:

- Be responsible for managing VIP guest interactions throughout the hotel and communicate guest needs to relevant departments and team members.
- Be responsible for leading and developing the Front Office team, including the front desk, Porters and MAGIC (Switch Board Operator) teams.
- Ensure a high level of communication is maintained between the Front Office and all other operational units of the hotel
- Supervise day to day operations and ensure standards are adhered to and maintained.
- Ensure a consistently high standard of presentation is maintained for the department and the hotel.
- Ensure that all guest complaints are dealt with promptly, efficiently and professionally with complete follow-up so guests leave and return with a good impression of the Hotel.
- Follow procedures and give instruction to guests and team members in the event of an evacuation/fire alarm or other emergencies (i.e. earthquake, bomb threats).
- Perform daily quality control checks including, but not exclusive to, rate discrepancy, credit check, routing, arrival, and room & rate change reports
- Review, maintain and implement systems and procedures as directed
- Drive incentive programmes to ensure every team member captures upselling & cross-selling opportunities to generate additional revenue for the hotel.
- Proactively support team members, offering suggestions and taking initiative and ownership of actions.
- Participate in Hotel-directed training and development programs
- Cover Night Manager shifts where required.

**What are we looking for?**

In your new role, you will be 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:

- At least 1 years' experience working as a Hotel Duty Manager within a 200+ room Hotel.
- A minimum of 2 years Front Office experience. Full Service / 5 star property an asset.
- Must hold a valid Manager's Certificate and Liquor Controller Qualification.
- Must hold a valid First Aid Certificate.
- Knowledge of OnQ PM system preferred.
- Full Driver's License.
- Ability to work a rotating roster including overnight shifts.
- Customer focused with a passion for contributing to and enhancing our guests experience, whilst being culturally aware and flexible.
- Excellent leadership, inter-personal, training and development skills.
- Good decision making skills and ability to take ownership of hotel operations.
- Ability to manage and prioritise tasks, use initiative and work autonomously.
- High level of commercial awareness.
- Excellent communication skills. Fluent in written and spoken English.

**Thrive at Hilton**

Thrive at Hilton is our Team Member Value Proposition. It supports the well-being and performance of our Team Members with industry-leading benefits, recognition and support to meet Team Member's professional needs. As extraordinary hospitality professionals, we work together to make Hilton a great place to work and to build rewarding careers for ourselves and our colleagues. See how this innovative program could help you achieve your personal dreams:

- Workplace flexibility (work life balance)
- Professional leadership development framework
- Worldwide career opportunities
- Access to Hilton University and over 5000 online learning programs
- Free events and activities
- Discounted gym membership
- Free staff meal and daily dry-cleaned uniform
- Discounted accommodation and food & beverage rates globally
- Participate in ongoing recognition programs
- Diverse by nature and inclusive by choice
- Support to participate in a variety of local volunteer activities
- Fast track to Hilton Honors Silver status

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