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.

Responsibilities

As the Duty Manager, you will be responsible for performing the following tasks to the highest standards:

• Manage and oversee daily Front Office operations, ensuring smooth and efficient service delivery in line with Hilton standards.
• Act as the Duty Manager and take overall responsibility for hotel operations in the absence of the Front Office Manager/Assistant Front Office Manager.
• Lead, supervise, coach, and motivate Front Office team members, including training, performance management, PDRs, discipline, and succession planning.
• Monitor lobby operations, guest arrivals and departures, room allocation, VIPs, groups, special requests, and overall guest flow.
• Ensure warm, personalized, and professional service to all guests, particularly VIP and Hilton Honors members.
• Handle and resolve guest complaints promptly and effectively, following up to ensure guest satisfaction.
• Ensure accurate and timely management of reservations, guest profiles, room inventory, rates, billing, payment, rebates, refunds, and other Front Office transactions.
• Monitor Front Office systems, reports, cash handling, credit procedures, safety deposit boxes, and financial controls to minimize revenue risks.
• Coordinate closely with Housekeeping, F&B, Finance, Sales, Reservations, Security, and other departments to ensure seamless hotel operations.
• Conduct daily briefings, shift handovers, meetings, and ensure effective communication of operational information and pending actions.
• Ensure compliance with Hilton brand standards, hotel policies, Health & Safety, Fire & Emergency procedures, security requirements, and applicable HR guidelines.
• Monitor service standards, operational issues, guest feedback, and team performance, taking corrective action and identifying opportunities for improvement.
• Support revenue optimization by maintaining rate integrity, applying demand-based pricing, and identifying appropriate upselling opportunities.
• Prepare and review operational reports, forecasts, payroll, and other Front Office documentation as required.
• Support the induction and training of new team members and ensure they achieve the required competency and service standards.
• Actively contribute ideas and initiatives to improve guest satisfaction, team engagement, operational efficiency, and hotel performance.
• Perform Night Manager duties when required and undertake any other reasonable duties assigned by Management.

Qualifications

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

• 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.