Duty Manager

Hilton Worldwide, Inc.; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A global hospitality leader is looking for a Duty Manager at their DoubleTree by Hilton Jakarta Kemayoran location. The ideal candidate will oversee front office operations, lead a team to ensure exceptional guest experiences, and manage daily operations effectively. Experience in hospitality and strong leadership skills are essential. Join a company known for its excellent customer service and vibrant work culture.

Qualifications

• Leadership experience in front office operations is essential.
• Proven ability to manage team performance and guest satisfaction.
• Basic knowledge of the hospitality industry is required.

Responsibilities

• Assist in managing all Front Office operations.
• Coordinate day-to-day operations of the Welcome Desk.
• Lead and motivate Front Office team members.
• Handle guest complaints and ensure satisfaction.
• Administer disciplinary procedures for team members.

Skills

Effective communication

Leadership

Problem resolution

Time management

Job description

Duty Manager (HOT0BT2J)

Job Description

Job

Duty Manager

Work Location

DoubleTree by Hilton Jakarta Kemayoran, JL Griya Utama Block B No 1 14350 North Jakarta Jakarta 710005

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we\'re here: to delight our guests, Team Members, and owners alike.

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.

What will I be doing?

• Communicate effectively both verbally and in writing to provide clear direction to team members, observing performance and encouraging improvement.
• Interview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for Front Office team members.
• Monitor lobby traffic and assign team members as required.
• Review VIP reservations and ensure the proper handling of VIPs and groups, administering amenity orders, and managing incoming guests.
• Update the system by inputting inventory and non-inventory groups, monitoring special reservation handling requests and overseeing rate changes for in-house guests.
• Compute daily payroll, schedules and other reports, analyze data and make decisions based on prior experiences to prepare daily and weekly forecasts of expected arrivals and departures.
• Manage the Front Office team, resolve guests’ concerns, and implement resolutions by using discretion and judgement.
• Lead and motivate team members by example and by employing competent and consistent management practices.
• Take responsibility of the hotel as the Duty Manager in the absence of the Assistant Front Office / Front Office Manager.
• Complete night shift duties acting as the Night Manager when not on duty.
• Participate in training the team, conducting formal training sessions and on-the-job training to ensure standardization.
• Attend training as required.
• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to achieve targets.
• Maintain discipline among team members in accordance with the team member handbook, local laws and HR guidelines.
• Conduct performance and development reviews (PDRs) and one-to-one meetings to support continuous improvement.
• Support succession planning and development of high-potential team members.
• Contribute ideas for hotel and team improvements to provide quality service and customer care.
• Ensure smooth induction and training for new team members to meet minimum standards.
• Create a warm and welcoming arrival experience for guests.
• Check-in guests per reservation details, confirm information, and secure payment.
• Escort guests to rooms with explanations of facilities and prompt luggage delivery.
• Handle complaints promptly and inform Guest Relations Manager for follow-up as appropriate.
• Follow up with guests to ensure satisfaction with problem resolution.
• Maintain awareness of guests’ profiles and preferences for each reservation.
• Act as the first point of contact for VIP guests, ensuring personalized service.
• Allocate rooms according to reservations and preferences with a sales-focused approach to room inventory management.
• Promote Hilton Honors and ensure benefits are received by members.
• Liaise with Sales, Reservations and Business Development teams for corporate guests.
• Input guest profiles and information into the appropriate systems accurately and timely.
• Apply Hilton brand standards in every action and act as a role model.
• Maintain knowledge of hotel facilities and services, and basic knowledge of Hilton International and related properties.
• Stay up to date on local facilities and attractions for guests.
• Coordinate with Front Desk and other departments (Housekeeping, F&B, Accounts) for smooth operations.
• Maintain hotel systems for accurate information and easy operation.
• Ensure Front Desk equipment and systems are functioning and the area is organized.
• Communicate information effectively and ensure pending actions are completed with guest satisfaction confirmed.
• Lead daily briefings, shift handovers, and meetings to disseminate information.
• Keep Front Office Manager informed of operational issues.
• Perform day-to-day Front Desk functions and related tasks (checklists, reports, room allocations, registration cards, etc.).
• Review registration cards, function information, billing instructions, and reservation backups for accuracy.
• Prepare reports and deliver on time to relevant parties.
• Monitor competitor activities to maintain market advantage.
• Adhere to demand-based pricing strategies and maintain rate integrity.
• Comply with Health & Safety, Emergency Management, Disaster manuals, and fire procedures.
• In the absence of the Guest Relations Manager, participate in Fire Team actions as needed.
• Adhere to cash handling procedures and balance floats appropriately.
• Follow company credit policy for cash, cards, city ledgers, currency exchange, LPO, and third-party payments.
• Maintain safety deposit boxes and ensure guest valuables are secure.
• Follow-up on outstanding accounts to secure payments for upcoming reservations.
• Ensure efficient departure processes and accurate guest charges.
• Manage costs and control expenses; approve rebates, refunds, and discounts where applicable.
• Identify sales opportunities to maximize revenue while upholding Hilton brand standards.
• Adhere to security and emergency policies and procedures.
• Carry out any other reasonable duties as assigned.
• The Management reserves the right to modify this job description at its sole discretion without advance notice.

Job Categories

Guest Services, Operations, and Front Office