Duty Manager

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.

Responsibilities

• 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.

Qualifications

• 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.