Duty Manager

Hilton Worldwide, Inc.; City of Westminster; On-site; GBP 30,000 - 33,000; Full time

Job summary

A leading hospitality company seeks a Duty Manager for their London location. The role involves managing guest services, resolving complaints, and leading the front desk team. Candidates should have supervisory experience, a strong passion for guest service, and knowledge of Health and Safety. The position offers a competitive salary and numerous benefits, including paid holiday and exclusive discounts.

Benefits

28 days paid holiday increasing with service

Exclusive high-street discounts

Industry-leading Team Member discounts

Leadership development programmes

Career opportunities and wellbeing programmes

50% off in Hilton restaurants

Refer a Friend Scheme

Uniforms provided

Free meals on shift

Qualifications

• Previous supervisory experience in a similar standard hotel.
• Good knowledge of Health and Safety and security procedures.
• Experience as Duty Manager is advantageous.

Responsibilities

• Manage and resolve guest complaints promptly.
• Engage guests for assistance and conversation.
• Coach and train front desk team.

Skills

Team-oriented

Leadership skills

Exceptional communication skills

Knowledge of Health and Safety procedures

Ability to work well under pressure

Guest service passion

Job description

Job Description - Duty Manager (HOT0C5KF)

Job Description

Duty Manager

Job Number: HOT0C5KF

Work Locations

London Hilton on Park Lane, 22 Park Lane, London W1K 1BE

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!

A new era begins at the London Hilton on Park Lane.

Located in the heart of Mayfair, London Hilton on Park Lane was the first Hilton to open within the UK and is close to all that London has to offer. Soaring high above Park Lane, the hotel is famed for its unparalleled five-star luxury. With 453 spacious guest rooms, including 56 suites and a Presidential Suite, there is something for all.

2023 was the hotel’s 60 th anniversary, which has seen the refurbishment of Executive rooms and suites as well as a re-development of the lobby level, including a brand new restaurant and bar.

Salary : 30,000 - 33,000 per annum plus upsell.

Benefits

• 28 days paid holiday increasing with service
• Exclusive high-street discounts through Perks at Work portal
• Industry-leading Team Member discounts on hotel stays for you, your family and friends
• Access to leadership and development programmes through Hilton University
• Exceptional Career opportunities and wellbeing programmes to help you thrive in the workplace
• Reward programmes, incentives and team member recognition, as well as long service awards
• 50% off in Hilton restaurants and bars (subject to individual outlets)
• Refer a Friend Scheme
• Uniforms provided and laundered complimentary
• Free meals on shift

Responsibilities

What will I be doing?

• 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
• Coordinate the services and special facilities provided to long-stay Guests
• Follow 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
• Coach and train front desk team in conjunction with front office management.
• Perform check in and check outs as required.
• Answer guest queries prior, during and after stay.
• 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.
• Leading from the front and being flexible to take on any duty required to keep the operation of hotel working as smoothly as possible.

Qualifications

What are we looking for?

• An Extremely team oriented person with great leadership skills and exceptional communication skills
• Previous supervisory experience in a similar standard and size hotel or Duty Manager in a smaller hotel.
• Good knowledge of Health and Safety and security procedures
• Calm, efficient and the ability to work well under pressure
• A strong passion for delivering exceptional levels of guest service and the ability to deliver this through your team
• It would be advantageous (not required) in this position for you to demonstrate knowledge of OnQ PMS.

EVERY JOB MAKES THE STAY.

At Hilton, It Matters Where You Stay, but The Stay is only one side of the story.

We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each Stay magical. That’s why at Hilton, Every Job Makes the Stay.