Duty Manager

3 weeks ago

Christchurch, New Zealand Hilton Full time

Duty Manager

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may 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 we're here: to delight our guests, Team Members, and owners alike.

The Duty Manager assists the Front Office 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 Guests welcome and 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.
- Monitor 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.
- Monitoring special reservation handling requests and oversee rate changes for in-house guests.
- Manage the Front Office team, resolve guests' concerns, and implement resolutions by using discretion and judgment in the absence of the Front Office Manager.
- 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 Front Office Manager.
- On occasion, complete night shift duties acting as the Night Manager when he / she is not on duty.
- Actively take part in training the team 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.
- 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.
- 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.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Front Office Manager to follow-up, where appropriate.
- Follow-up with guests to ensure satisfaction with problem resolution.
- Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
- 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 gue sts and that their benefits are received.
- Liaise with Sales, Reservations and Business Development teams to handle corporate guests.
- Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
- 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 date of operational issues.
- Comply with Health & Safety, Emergency Management, Disaster manuals, Fire procedures and regulations.
- Adhere strictly to standard cash handling procedures amongst 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.

**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 r

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