Duty Manager | Hilton Hotels & Resorts

Job Description

Job Purpose 

As a Hilton Sydney Duty Manager you will be responsible for overseeing front office shift operations in our iconic 587 room hotel. This involves supervision and leadership of front office team members, assisting where required, dealing with guest complaints, relations, and responding to emergency situations. As part of a Duty Manager team, you will enjoy flexible rotating rosters and a fast paced environment where no two days are the same!

What will I be doing?

As a Duty Manager in the Front Office Department, you are responsible for managing the daily guest experience throughout the Hotel. This involves direct supervision and leadership of Front Office front-line team members to achieve hotel KPIs, assisting where required, handling guest complaints, guest relations, and responding to emergencies, as well as performing other tasks associated with the operation.

Your service philosophy will be to fill the earth with the light and warmth of hospitality by bringing Hilton’s values to life in your everyday actions including:

• Supervise day-to-day operations ensuring standards are adhered to and maintained.
• Maintain good relationships with VIPs, loyalty guests, leisure and corporate guests, Hotel suppliers, external service providers and other Hotel departments that reflect our Company values and add value to the guest experience.
• Create 5-star guest experiences as measured by guest feedback.
• Review daily reports to ensure system is being maintained as per company policies and procedures.
• Be responsible as a point of contact for VIP and long stay guests, ensuring they feel comfortable and remain available to provide assistance throughout the guest stay, as required.
• Ensure the entire reception team work with a sales focused attitude and are aware of sales opportunities within the hotel which will assist with the maximisation of revenue.
• Ensure all relocations are handled in a diplomatic and professional way.
• Actively promote the services and facilities of Hilton to all customers and guests and cross sell the other Hiltons within the Australasian family of brands where appropriate.
• Authorise all rebates made on guest accounts and closely monitor such occurrences, apply internal controls in case of insufficient back up to mitigate any risk of fraud.
• Manage rostering levels to support business demands, in line with revenue and payroll targets.
• Fully understand and be able to check out all guests, groups and tours from the hotel in an efficient and timely manner, ensuring correct cashiering procedures are followed and all charges are posted appropriately.
• Actively develop team members’ skills and performance through coaching and training.
• Ensure communication between reception and all other areas of the hotel is professional, efficient and thorough.

What are we looking for?

To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous supervisory experience within the hotel/leisure/retail sector
• Calm, efficient and the ability to work well under pressure
• Excellent leadership skills and exceptional communication skills
• A passion for delivering exceptional levels of guest service

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous role as a senior supervisor or Duty Manager in a similar quality hotel
• A degree or diploma in Hotel Management or equivalent
• An in-depth knowledge of the hotel, leisure or service sector

What will it be like to join the Hilton Sydney team?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. We are committed to an equitable and inclusive workforce that represents many different cultures, backgrounds and viewpoints. Grounded in our founding purpose, we foster an environment where Team Members can be their authentic selves with opportunity for all to learn, grow, succeed and thrive. Joining this award winning Great Place to Work culture means:

• A monthly dry cleaning allowance for your business wardrobe
• Free team member meals served fresh daily
• 100 discounted travel nights per year for you, your friends or family to enjoy at any of our 7000+ hotels located in 122 countries and territories around the world
• Food & Beverage discounts so you don’t just stay when you travel but also enjoy dining experiences
• Flexibility so you can Thrive and make space for what matters most
• Working alongside an experienced and dynamic leadership team in our hallmark property, this role provides an exceptional opportunity for growth and Hilton career progression