Duty Manager

Hilton Worldwide, Inc.; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global hospitality company is seeking a Duty Manager to assist in Front Office operations, supervise staff, and ensure guest satisfaction in Penang. The role requires strong interpersonal skills and the ability to handle guest complaints effectively. Join a team dedicated to providing exceptional guest experiences while working in a dynamic environment.

Qualifications

• Able to read, write, speak and understand English effectively.
• Strong interpersonal skills to ensure guest satisfaction.
• Excellent mathematical comprehension for hotel operations.

Responsibilities

• Assist in managing Front Office operations for guest satisfaction.
• Supervise and train Front Office staff.
• Handle guest complaints and provide resolutions.
• Ensure compliance with health and safety standards.

Skills

Strong interpersonal skills

Mathematical comprehension

Conflict resolution

Organizational skills

Ability to work under pressure

Job description

Overview

Duty Manager (HOT0BXZT) – DoubleTree Penang Miami Beach Batu Ferringhi 11100

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.

Responsibilities

• 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 proper handling of VIPs and groups, administer amenity orders, and manage incoming guests.
• Update the system by inputting inventory and non-inventory groups, monitor special reservation handling requests and oversee rate changes for in-house guests.
• Compute daily payroll, schedules and other reports; analyze data and forecast arrivals and departures.
• Manage the Front Office team, resolve guests’ concerns, and implement resolutions using discretion and judgment.
• Lead and motivate team members by example 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 on duty.
• Train the team through formal training sessions and on-the-job training to ensure standardization.
• Attend required training and act as coach and mentor to team members, reinforcing standards and targets.
• Maintain discipline among team members in accordance with the team member handbook, applicable laws, and HR guidelines.
• Conduct Performance and Development Reviews (PDRs) and one-to-one meetings for ongoing improvement.
• Involve in succession planning and development of high potential team members.
• Share new ideas and 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 for guests and ensure efficient check-in, including confirmation of reservations, Hilton Honors details, and payment method.
• Escort guests to rooms and explain facilities and services; ensure luggage delivery is prompt.
• Handle complaints promptly and inform Guest Relations Manager for follow-up; follow up to ensure satisfaction.
• Maintain awareness of guests’ profiles and preferences and act on them for each reservation.
• Act as first point of contact for VIP guests, ensuring personalized recognition.
• Allocate rooms according to reservations and preferences with a systemized approach to inventory management.
• Promote Hilton Honors and its benefits; ensure members receive professional service and benefits.
• Liaise with Sales, Reservations and Business Development teams for corporate guests.
• Input guest profiles into relevant systems in a timely and accurate way.
• Apply Hilton brand standards in every action and serve as a role model.
• Remain knowledgeable about the hotel facilities and services, Hilton International, MEAP and related properties in China.
• Stay up to date with local facilities, attractions, and activities.
• Coordinate communication and cooperation between Front Desk and Housekeeping, F&B and Accounts.
• Maintain and organize front desk systems and ensure equipment is functioning and the area is clean and orderly.
• Deliver information effectively, ensuring pending actions are completed and guest satisfaction is confirmed.
• Conduct daily briefings, shift handovers, meetings and communicate information to the team.
• Keep the Front Office Manager informed of operational issues.
• Support day-to-day Front Desk functions, including checklists, trace reports, credit checks, registration processes, and rate discrepancies.
• Verify registration cards, meeting/function details, billing instructions and reservation backups for accuracy.
• Prepare and deliver requested reports on time.
• Monitor competitor activities to remain proactive and gain market advantage.
• Adhere to demand-based pricing strategies and maintain rate integrity with clear, value-for-money rates.
• Comply with Health & Safety, Emergency Management, Disaster manuals, Fire procedures and regulations.
• In the absence of the Guest Relations Manager, participate in the Fire Team and take action as required.
• Follow cash handling procedures and ensure team members balance floats and appropriate cash drops.
• Adhere to the company’s credit policy for cash, card transactions and related payments.
• Maintain safety deposit boxes and ensure guests’ valuables are secure.
• Follow up on outstanding accounts to secure payment for upcoming reservations.
• Maintain departure efficiency by ensuring accurate guest folios and charges.
• Manage costs effectively and control expenses; approve rebates, refunds and discounts as applicable.
• Maintain awareness of sales opportunities and maximize revenue while upholding Hilton brand standards.
• Adhere to security and emergency policies and procedures.
• Carry out any other reasonable duties assigned.

Qualifications

• Able to read, write, speak and understand English to communicate effectively with guests and employees.
• Able to effectively deal with internal and external customers with diplomacy and conflict resolution.
• Strong interpersonal skills to provide guest satisfaction.
• Excellent mathematical comprehension for hotel operations.
• Thorough organization and supervisory skills.
• Proficient in accomplishing tasks and working under pressure.

What it’s like to work for Hilton

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. Hilton is dedicated to providing exceptional guest experiences across its global brands. Our Team Members are at the heart of it all!

Job

Job: Guest Services, Operations, and Front Office