Waldorf Astoria Hotels & Resorts is Hilton’s luxury brand of iconic hotels committed to personal service and culinary excellence in landmark locations around the world. Each property delivers unforgettable experiences and offers a strong sense of arrival with impressive public spaces worthy of hosting history. Guests can expect True Waldorf Service from the moment they reserve their stay to the moment they leave the property doorstep. 

\n

Waldorf Astoria Maldives Ithaafushi made a wow debut in 2019 and is already recognized as one of the finest resorts in the world. Sprawled across three islands, the resort is one of the most sizable in the Maldives. It boasts the country’s largest spa, extensive recreation facilities and it’s the Maldives resort with the most culinary choices (an impressive 11 specialty cuisine dining options). Besides its 117 luxurious villas, the resort is also home to an exclusive offering: a private island, the largest in the country which is to be rented out in its entirety.

\n

Once you get a glimpse of this one of its kind resort, you know you arrived in sun-soaked paradise. Luxurious villas act as vast private indoor-outdoor playgrounds, each featuring its own private pool. Everywhere you look, from the standalone villa bathtub to the glass-bottomed floors in the spa’s treatment pavilions, the azure water steals the show.

\n

Are you ready to join our talented and dedicated team at Waldorf Astoria Maldives Ithaafushi and take your career to new heights? 

\n

What will I be doing? 

\n

The Duty Manager serving Waldorf Astoria Maldives Ithaafushi assists the Director of Front Office 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.the Duty Manager, you will be responsible for performing the following tasks to the highest standards: 

\n\nCommunicate effectively both verbally and in writing to provide clear direction to team members, observing performance and encouraging improvement.  \nMonitor lobby traffic and assign team members as required. \nReview VIP reservations and ensure the proper handling of VIPs and groups, administering amenity orders, and managing incoming guests.  \nUpdate the system by inputting inventory and non-inventory groups, monitoring special reservation handling requests and oversee rate changes for in-house guests. \nCompute 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. \nManage the Front Office team, resolve guests’ concerns, and implement resolutions by using discretion and judgment. \nLead and motivate team members by leading by example and employing competent and consistent management practices. \nTake responsibility of the hotel as the Duty Manager in the absence of the Assistant Front Office / Front Office Manager. \nComplete night shift duties acting as the Night Manager when he / she is not on duty. \nActively 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.  \nAttend training where and when required. \nAct as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets. \nMaintain 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. \nConducts 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. \nBe 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. \nContribute 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. \nResponsible 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. \nCreate a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive. \nCheck-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. \nEnsure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner. \nHandle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager to follow-up, where appropriate.  \nFollow-up with guests to ensure satisfaction with problem resolution. \nMaintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation. \nAct as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual. \nAllocate rooms in accordance to guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management. \nPromote 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. \nLiaise with Sales, Reservations and Business Development teams to handle corporate guests. \nEnsure that guests’ profiles and information are input into the Police Report system in a timely and accurate way. \nApply 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. \nKnowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.  \nUp to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel. \nEnsure communication, coordination and cooperation between the Front Desk and other operating departments, specifically Housekeeping, F&B and Accounts. \nMaintain 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.  \nEnsure 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. \nPass 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.  \nConduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members. \nEnsure that the Front Office Manager is kept aware and up to date of operational issues.  \nEnsure that the day-to-day functions of the front desk are completed, including but not limited to the Guest Services Manager’s checklists, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, discount and rate discrepancies, and registration cards.  \nCheck registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is acted upon. \nComplete reports where and when requested, ensuring that they are complete and delivered on time to the respective parties. \nKeep up to date and aware of competitor activities in order to be proactive and create market advantage. \nAdhere 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.  \nComply with Health & Safety, Emergency Management, Disaster manuals, Fire procedures and regulations.  \nIn the absence of the Guest Relations Manager, be a part of the Fire Team and take action accordingly. \nAdhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount. \nAdhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third-party payments for rooms, meetings, F&B and other. \nMaintain safety deposit boxes, ensuring that guests’ valuables are always safe and secure. \nFollow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations. \nMaintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges. \nManage costs effectively by minimizing and controlling expenses. \nManage and approve rebates, refunds and discounts where applicable. \nMaintain 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. \nAdhere to the hotel’s security and emergency policies and procedures. \nCarry out any other reasonable duties and responsibilities as assigned. \nThe Management reserves the right to make changes to this job description at its sole discretion and without advance notice.\n

What are we looking for? 

\n

Duty Manager serving Waldorf Astoria Maldives 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: 

\n\nAble to read, write, speak and understand English and Russian to communicate effectively with guests and employees. \nAble 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. \nStrong interpersonal skills to provide overall guest satisfaction. \nExcellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels. \nThorough organization and supervisory skills. \nProficient in accomplishing tasks. \nAble to work under pressure and deal with stressful situations during busy periods. \n\n

What will it be like to work for Hilton? 

\n

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!