Duty Manager

4 weeks ago

Penang, Malaysia Hilton Full time

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 Manager 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 Welcome Desk and Guest Relations division, 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.
- Interview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for Front Office team members.
- 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.
- Update the system by inputting inventory and non-inventory groups, monitoring special reservation handling requests and oversee rate changes for in-house guests.
- Compute daily payroll, schedules and other reports, analyze data and make decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecasts of expected arrivals and departures.
- Manage the Front Office team, resolve guests' concerns, and implement resolutions by using discretion and judgment.
- 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 Assistant Front Office / Front Office Manager.
- Complete night shift duties acting as the Night Manager when he / she is not on duty.
- Actively take part in training the team, facilitating formal training sessions and on the job training 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.
- Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines, appropriately discipline when and where required.
- Conducts PDRs, one-to-one meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.
- Be involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
- 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.
- Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired about, and method of payment secured.
- Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager to follow-up, where appropriate.
- Follow-up with guests to ensure satisfaction with problem resolution.
- Maintain awareness of guests' profiles and specific preferences, ensuring that they are acted upon for each reservation.
- Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
- Allocate rooms in accordance to guests' reservations, preferences and r

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