Duty Manager

Hilton•Mississauga, ON

6d•Onsite

About The Position

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. As a Duty Manager, you will be 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 the services and special facilities provided to long-stay Guests, Understand all 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, 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.

Requirements

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

Nice To Haves

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

Responsibilities

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 the services and special facilities provided to long-stay Guests
Understand all 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
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.