Duty Manager

Hilton Worldwide, Inc.; London; On-site; GBP 33,000 - 34,000; Full time

Job summary

A leading hotel chain in London seeks a Duty Manager to oversee guest relations and ensure exceptional service. The ideal candidate will have supervisory experience in hospitality, strong leadership skills, and a passion for guest satisfaction. This role includes managing complaints, coordinating services for long-stay guests, and following health and safety procedures. Attractive benefits include a competitive salary and numerous employee perks.

Benefits

Smart uniform provided and laundered

Free meals when on duty

Career growth opportunities

Team Member Travel Program

Discounted dental and health cover

28 days holiday, increasing yearly

Qualifications

• Previous supervisory experience in Front Office in hotel/leisure/retail.
• Good knowledge of Health and Safety and security procedures.
• Experience in managing budgets and increasing profitability.

Responsibilities

• Greet and assist Guests in the hotel lobby.
• Manage Guest complaints and coordinate services for long-stay Guests.
• Conduct Health and Safety procedures as required.

Skills

Leadership

Communication Skills

Calm Under Pressure

Health and Safety Knowledge

Commercial Acumen

Education

Degree or diploma in Hotel Management

Job description

Duty Manager (HOT0BWF2)

Job Description

Location: Hilton London Olympia Hotel, 380 Kensington High Street, London W14 8NL

Welcome to opportunities at the UK’s #1 Great Place to Work 2025, as voted by our team members. Our culture is built on inclusiveness, positivity and drive to achieve our common goal: to share the light and warmth of hospitality. We support development with strong training, resources and guidance from managers and colleagues.

Salary: £33,000 – £33,500 per year

Rewards and Benefits

• Smart uniform provided and laundered
• Free and healthy meals when on duty
• Career growth and Personal Development programmes
• Corporate Responsibility programmes – Find out what and how we are doing (https://cr.hilton.com)
• Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
• Team Member Referral Program
• High street discounts with Perks at Work
• Holiday: 28 days including bank holidays (increasing yearly up to 33 days)
• Discounted dental and health cover
• Guest Experience Day after successfully passing probation
• Modern and inclusive Team Member areas

Role Summary:

A Duty Manager 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. The Duty Manager 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 services and facilities for long-stay Guests
• Understand and apply all credit procedures
• 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
• Conduct Health and Safety procedures as required (fire safety, food safety investigations, etc.)

What we are looking for

Duty Managers serving Hilton brands work on behalf of our Guests and in collaboration with other Team Members. To succeed in this role, you should demonstrate:

• Previous supervisory experience in Front Office within the hotel/leisure/retail sector
• Good knowledge of Health and Safety and security procedures
• Calm, efficient and able to work well under pressure
• Excellent leadership and communication skills
• A passion for delivering exceptional guest service
• 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

Preferred capabilities

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

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.

Job Focus: Guest Services, Operations, and Front Office