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: 

·       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. 

·        Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive. 

·     Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received. 

·    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. 

·   Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.  

·       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. 

·       Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel. 

·       Maintain the hotel systems to ensure accuracy of information and data, ensuring that it is easy to use and operated in an organized and systemized way.  

·       Ensure that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way. 

·       Adhere to the hotel’s selling strategy of demand-based pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.  

·       Comply with Health & Safety, Emergency Management, Disaster manuals, Fire procedures and regulations.  

·    Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount. 

·       Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services and third-party payments for rooms, meetings, F&B and other. 

·       Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations. 

·       Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges. 

·       Manage costs effectively by minimizing and controlling expenses. 

·       Manage and approve rebates, refunds and discounts where applicable. 

·       Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring that guests receive value for money and adhere to Hilton brand standards. 

·       Adhere to the hotel’s security and emergency policies and procedures. 

·       Carry out any other reasonable duties and responsibilities as assigned. 

·       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. 

·       Ensure that the Front Office Manager is kept aware and up to date of operational issues.  

·   Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager to follow-up, where appropriate.  

·     Apply Hilton’s brand standards in every action, acting as a role model and example of how the standards should be carried out in a practical setting. 

·  Communicate effectively both verbally and in writing to provide clear direction to team members, observing performance and encouraging improvement.  

·       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. 

·     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.  

·     Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets. 

·   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. 

·    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. 

·       Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members. 

What are we looking for? 

A Duty Manager serving Hilton Brands is 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 follow: 

 Communication in Japanese is a MUST

• Able to read, write, speak and understand English to communicate effectively with guests and employees. 

• 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. 

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 travellers 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!