Duty Manager

Hilton Hotels & Resorts; Cairns Regional; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Team Member Travel Program

Discounts on Hilton outlets

Training and Hilton University

Career development opportunities

Job summary

Hilton Hotels & Resorts in Cairns is seeking a Front Office Supervisor to lead the guest services team, mentor Front Office Agents and manage shift operations, ensuring smooth check-in and check-out with outstanding service. You will drive guest satisfaction, handle inquiries and complaints promptly, uphold Hilton brand standards, and contribute to revenue through up-selling and guest engagement.

Candidates with at least 2 years in Front Office supervision and fluent English are encouraged to

Qualifications

• Minimum 2 years of Front Office supervisory experience in hospitality or related sectors.
• Fluent English for professional communication with guests and team members.
• Strong leadership, interpersonal, training and development skills.
• Computer literate with ability to use hotel systems.
• Ability to resolve problems and conflicts under pressure.
• Well-presented, organised and calm demeanor.

Responsibilities

• Mentor and coach the Front Office team across shifts.
• Manage daily Front Office operations and support the Front Office Manager.
• Ensure brand standards and guest expectations are met or exceeded.
• Handle guest requests, inquiries and complaints promptly.
• Maximise revenues through up-selling and marketing programs in the department.
• Maintain knowledge of hotel products, services and safety procedures.

Skills

Front Office supervision

Leadership

English fluency

Customer service

Computer literacy

Tools

PMS software

Job description

Before you get started…Yes, we do have the BEST Team Member Travel Program with HUGE discounts on hotel rooms for our Team Members!

Why you’ll love working for Hilton!

• Access to the world’s best Team Member Travel Program with highly discounted rates
• Discounts of up to 25-50% on products and services in participating Hilton outlets
• Comprehensive training and support for your new role
• Access to Hilton University training, offering more than 3000 learning programs
• Extensive range of career development opportunities

What will you be doing?

Leading the way with your passion for Hospitality and Customer Service you will be responsible for mentoring and coaching the team of Front Office Agents. You will also manage the shift, ensuring check-in, check-out and related services are provided to guests with exceptional service.

• Assist the Front Office Manager with the management and support of daily Front Office Operations
• Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded
• Handle guest requests, inquiries and complaints promptly
• Handle any management issues or emergencies that arise, record and resolve as necessaryMaximise sales revenues through up-selling and marketing programs within the department
• Maintain knowledge of hotel products, services, policies and emergency procedures
• Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities

What are we looking for?

To be successful in this role, you should have a positive attitude and the following experience and skills:

• A minimum of 2 years of Front Office supervisory experience in the hotel, leisure, fast food and/or retail sector
• Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
• Excellent leadership, inter-personal, training and development skills
• Computer literate
• Demonstrated ability to resolve problems and conflict, and work efficiently under pressure
• Well-presented, organised and calm personality