Hilton—Duty Manager

Job description

Description: Exceptional Hospitality Starts with You Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Duty Manager, you will be responsible for overseeing the hotel’s daily operations, ensuring that all departments work together seamlessly to deliver outstanding guest service. Your leadership and problem-solving skills will be key in providing a positive guest experience and ensuring smooth hotel operations. As a Duty Manager, you’re not just overseeing hotel operations in the absence of the General Manager – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest. Requirements: At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member: A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact. In addition, this role requires the following minimum qualifications: - Proven background in front office or hotel operations, ideally in a supervisory or managerial role. - Strong team management skills with the ability to motivate staff and drive service excellence. - Excellent communication and problem-solving skills; able to handle complaints and challenges professionally. - Proficient in hotel PMS and familiar with standard operational procedures. - Calm under pressure and responsive to changing priorities or schedules. - Fluent in English; additional languages are a plus. - Flexible to work nights, weekends, and holidays. Responsibilities: Here’s what you’ll do during a typical day: - Manage daily hotel operations: Oversee the overall functioning of the property, including front desk, staffing, room inventory, guest service, and policy compliance - Delight our guests: Bring an upbeat and friendly attitude to all guest interactions, respond promptly to inquiries, and resolve any issues in a friendly, efficient manner - Assist across departments: Step in to support operational roles as needed, including bell service or front desk coverage during breaks or high-volume periods - Monitor the property: Conduct walkthroughs to assess safety, security, and service quality, addressing issues promptly - Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions - Track and improve performance: Monitor guest satisfaction metrics (e.g., SALT, Revinate), identify trends, and implement improvements as needed - Inspire and develop the team: Supervise and support team members, monitor performance, provide coaching, and foster a positive and productive work environment