Duty Manager - Overnight

Hilton Worldwide, Inc.; Toronto; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading company in the hospitality sector seeks a Duty Manager-Overnight to enhance guest experiences. The role involves managing guest interactions, ensuring satisfaction, and leading the team during night shifts. Ideal candidates will have supervisory experience and a passion for service excellence.

Benefits

Competitive benefits package

Discounts on products and services

Qualifications

• Previous supervisory experience in Front Office within the hotel/leisure/retail sector.
• Good knowledge of Health and Safety and security procedures.

Responsibilities

• Manage first impressions and resolve Guest complaints.
• Engage Guests and provide general assistance.
• Coordinate services for long-stay Guests.

Skills

Leadership

Communication

Customer Focus

Adaptability

Education

Degree or diploma in Hotel Management

Job description

The Duty Manager-Overnight works closely with Guests to greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby. This is an overnight position.

What will I be doing?

The Duty Manager-Overnight is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Occupy the hotel lobby and other public areas, particularly at busy times
• Engage Guests in conversation and provide general assistance
• Manage, record, and resolve promptly all Guest complaints
• Meet and greet VIP Guests and major corporate clients upon arrival
• Coordinate the services and special facilities provided to long-stay Guests
• Understand all credit procedures and ensure they are applied
• Stay current with all hotel products, services, policies and emergency procedures
• Monitor Guest satisfaction reports and implement actions to improve results
• Handle, record and follow through with management issues or emergencies that arise
• Conduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc.
• Act on behalf of the Front Office Manager and General Manager when on shift

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 follow:

• Previous supervisory experience in Front Office within the hotel/leisure/retail sector
• Good knowledge of Health and Safety and security procedures
• Calm, efficient, and the ability to work well under pressure
• Excellent leadership skills and exceptional communication skills
• A passion for delivering exceptional levels of guest service
• Possess strong commercial acumen, with experience in increasing profitability in a tight market sector
• Experience in managing budgets, revenue proposals, and forecasting results in a similar sized property

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

• Previous role as a senior supervisor or Duty Manager in a similar quality hotel
• Previous leadership experience in a unionized environment
• A degree or diploma in Hotel Management or equivalent field
• An in-depth knowledge of the hotel, leisure, or service sector

What will it be like to work at Hilton?

Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

Hospitality - We're passionate about delivering exceptional guest experiences.

Integrity - We do the right thing, all the time.

Leadership - We're leaders in our industry and in our communities.

Teamwork - We're team players in everything we do.

Ownership - We're the owners of our actions and decisions.

Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes in our Team Members:

• Living the Values
• Quality
• Productivity
• Dependability
• Customer Focus
• Teamwork
• Adaptability

What benefits will I receive?

You will be offered a competitive benefits package. As a team member, you will also become eligible to receive discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.

ACCESSIBILITY

Hilton Hotels and Resorts are committed to providing equality of services, and access to facilities for all our guests. For more information on this hotel’s Accessibility for Ontarians with Disabilities Act (AODA) policy and plan please contact the hotel at [e-mail] or call 1-844-217-AODA.