About this role
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 play a vital role in supporting the Assistant Front Office Manager / Director of Front Office in the administration and management of Front Office operations, ensuring exceptional service standards, operational efficiency, cost control, and guest satisfaction. You will oversee the day-to-day operations of the Welcome Desk and Front Office teams, providing hands-on leadership, guidance, and support to ensure a seamless and memorable guest experience. Your leadership, attention to detail, and problem-solving skills will be essential in maintaining service excellence, driving operational performance, and ensuring that every guest feels genuinely welcomed and cared for. As a Duty Manager, you’re not just managing daily operations – you’re spreading the light and warmth of hospitality, creating meaningful moments and memorable experiences that make every guest’s stay truly exceptional.
Here’s what you’ll do during a typical day:
• Manage daily Front Office operations: Oversee the day-to-day operations of the Welcome Desk and Front Office teams, including guest arrivals and departures, room allocations, staffing, and compliance with Hilton brand standards. • Delight our guests: Create warm and memorable guest experiences, anticipate guest needs, recognize VIPs and Hilton Honors members, and resolve guest concerns promptly and efficiently to ensure exceptional guest satisfaction. • Ensure seamless coordination: Work closely with Housekeeping, Food & Beverage, Reservations, and other departments to ensure smooth operations, effective communication, and exceptional service delivery. • Maintain operational excellence: Monitor lobby activities, oversee daily Front Office procedures, conduct shift briefings and handovers, and ensure the accuracy of guest information, reservations, and billing. • Drive financial performance: Support effective room inventory management, monitor operational costs, ensure compliance with cash handling and credit policies, and identify opportunities to maximize revenue. • Champion safety and service standards: Ensure compliance with hotel security, health and safety, and emergency procedures while maintaining a welcoming and secure environment for guests and team members. • Inspire and develop the team: Lead, coach, and motivate Front Office team members, provide regular training and performance feedback, and foster a positive and productive work environment.
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:
• Able to read, write, speak and understand English to communicate effectively with guests and team members. • Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
• Strong interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Thorough organization and supervisory skills.
• Proficient in accomplishing tasks.
• Able to work under pressure and deal with stressful situations during busy periods.