Duty Manager - Flight Catering

Casino Air Caterers; Chennai District; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Accommodation

Food included

Mediclaim Provided

Job summary

Hilton is seeking an Assistant Manager/Manager to lead the Front Office team and ensure exceptional guest experiences. You will supervise staff, manage check-ins, VIP reservations and assist with timing, billing and room allocation while maintaining Hilton brand standards.

The role includes night shifts as Night Manager when needed, coaching staff, and ensuring smooth operations during busy periods. Strong English communication and interpersonal skills are essential.

Qualifications

• Ability to read, write, speak and understand English to communicate effectively with guests and employees (as required).
• Strong interpersonal skills to provide overall guest satisfaction and calm handling of conflicts.
• Excellent mathematical comprehension to interpret numbers for reservations, billing and hotel operations.

Responsibilities

• Lead and manage Front Office team, ensuring smooth check-ins, VIP handling and guest satisfaction.
• Interview, train, supervise and discipline Front Office staff in line with HR guidelines.
• Monitor lobby activity, review VIP reservations and coordinate amenities for guests and groups.
• Input inventory, monitor reservations, and oversee rate changes for in-house guests.
• Prepare daily/weekly forecasts of arrivals and departures and manage payroll and reports.

Skills

English proficiency

Interpersonal skills

Mathematical acuity

Organizational skills

Supervisory skills

Task-oriented

Work under pressure

Job description

Roles and Responsibilities

• As the Assistant Manager / Manager, you will be responsible for performing the following tasks to the highest standards:
• 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 oversee rate changes for in-house guests.
• Compute daily payroll, schedules and other reports, analyze data and make decisions based on prior experiences and knowledge of circumstances 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 judgment.
• Lead and motivate team members by leading by example and 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 he / she is not on duty.
• Actively take part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard.
• Attend training where and when required.
• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
• Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines, appropriately discipline when and where required.
• Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired about, and method of payment secured.
• Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
• Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager to follow-up, where appropriate.
• Follow-up with guests to ensure satisfaction with problem resolution.
• Maintain awareness of guests profiles and specific preferences, ensuring that they are acted upon for each reservation.
• Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
• Allocate rooms in accordance to guests reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Liaise with Sales, Reservations and Business Development teams to handle corporate guests.
• Ensure that guests profiles and information are input into the Police Report system in a timely and accurate way.
• Check registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is acted upon.
• Complete reports where and when requested, ensuring that they are complete and delivered on time to the respective parties.
• Keep up to date and aware of competitor activities in order to be proactive and create market advantage.
• Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
• Adhere to the company s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third-party payments for rooms, meetings, F&B and other.
• Maintain safety deposit boxes, ensuring that guests valuables are always safe and secure.
• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
• Maintain the efficiency of departure by checking all guests folios to ensure accuracy of charges.
• Manage costs effectively by minimizing and controlling expenses.
• Manage and approve rebates, refunds and discounts where applicable.
• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring that guests receive value for money and adhere to Hilton brand standards.
• Adhere to the hotel s security and emergency policies and procedures.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

Desired Candidate Profile

• Able to read, write, speak and understand English to communicate effectively with guests and employees.
• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
• Strong interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Thorough organization and supervisory skills.
• Proficient in accomplishing tasks.
• Able to work under pressure and deal with stressful situations during busy periods.

Perks and Benefits

Accommodation Food Group Mediclaim Provided.