Duty Manager

Description

A Duty Manager works closely with the Front Desk team to greet and to converse with the guests and assist with enquiries. 

What will I be doing?

As a Duty Manager, you work closely with the Front Desk team to greet and converse with guests and assist with enquiries. A Duty Manager performs the following tasks to the highest standards:

• Ensuring guests have an effortless experience in all aspects of the stay
• Handling guest complaints and resolving them before guests are leaving the hotel
• Meeting and greeting guests upon arrival, during the stay, and upon check-out to maximize guest satisfaction in line with Waldorf Astoria and Forbes standards
• Providing support to team members during the shift to ensure smooth Front Office operations
• Managing morning, mid and afternoon shifts with different tasks (e.g., specific shift tasks, preparing handover notes, responding to emails and messages promptly, assigning arrival rooms)
• Manage night shift operations, including rate overrides check and night report preparation to cover off and leave days of the Night Manager
• Ensuring compliance to all systems, tracking documents, and cashiering related tasks of managers and the team members (e.g., reviewing and validating rebates, paid-outs, and registration cards, resolving high balances and room discrepancies)
• Leading shift briefings and keeping team members informed on all happenings in the property
• Training and coaching team members on Standard Operating Procedures, cash handling, and upselling and cross-selling techniques to achieve targets
• Participating in team member performance reviews and recommending training courses depending on each individual’s needs
• Supporting the team in exceeding the Hilton Honors loyalty program enrollment target
• Stay current with all hotel products, services, policies, and emergency procedures
• Monitor guest satisfaction reports and implement actions to improve results

Requirements

What are we looking for?

Duty Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that reflect Waldorf Astoria Ras Al Khaimah:

• Minimum one year previous supervisory experience in a similar role in Front Office within the hotel and leisure sector
• Commitment to luxury service by being detail oriented and well organized
• Calm, efficient, and the ability to work well under pressure in a luxury environment facing highly demanding guests
• Excellent leadership skills to support and manage the team during the shift (e.g., leading by example, practicing what you teach; enabling team members growth and development in a supportive environment)
• Encompassing a high level of integrity and ownership
• Communicating transparently and frequently to keep the management team and team members informed across the hotel

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

• Familiarity with OnQ PMS, Upselling programs such as NOR1 and FPG
• Previous role as a Duty Manager in a similar luxury property
• A degree or diploma in Hotel Management or equivalent
• German or Russian language skills
• Previous experience in the dynamic hospitality industry in the Middle East

What will it be like to work for Hilton?

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. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!