Duty Manager

  • Job Reference: HEA2429
  • Date Posted: 17 May 2024
  • Recruiter: Heeton UK & Europe
  • Location: Doubletree by Hilton London Kensington, London (South West)
  • Salary: On Application
  • Bonus/Benefits: Competitive pay, retention bonus and other benefits
  • Sector: Hotels
  • Job Type: Permanent

Job Description

We have a fantastic opportunity for a Duty Manager to join our team at the Doubletree by Hilton London Kensington. 

As the Duty Manager, you will hold a position in the Hotel Management Team, dealing with Guest queries and complaints.  You will be a key connection between the Guest, the hotel, and the various hotel departments. You must perform the following tasks to the highest standards

Your day-to-day

  • Support the Front Office and Food and Beverage operation to maintain high standards
  • Deal with Guest complaints in accordance with standard procedures within approval levels
  • Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
  • Ensure regular and VIP Guests are recognised and support the Front Office department operate with a sales attitude and promote Hilton Honors loyalty scheme
  • Monitor the appearance, standards, and performance of all Team Members, liaising with the Heads of Department with an emphasis on training and teamwork
  • Ensure Team Members across departments have current knowledge of hotel products, services, pricing, and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
  • Support all Heads of the Department to ensure all team members are inducted. Hold monthly new team member inductions meetings.
  • Manage and implement hotel team incentives - F & B upsell and Room upsell - upgrades
  • Maintain good communication and working relationships with all hotel departments
  • Act as Hotel Duty Manager
  • Conduct monthly communication meetings and produce minutes
  • Ensure hotel DM rota is made and updated
  • Ensure all the teams complete statutory and Hilton training within the required timeframes.
  • Support Management team with hotel security, fire evacuations and all health and safety legislation
  • Act in accordance with policies and procedures when working with front-of-house equipment and property management systems
  • Carry out security and safety daily walk rounds and support the Operations Manager to ensure other DMs complete this
  • Attend morning team briefs / M & E meetings to ensure you are aware of all events/occupancy in the hotel
  • Check guests in and out and deal with day-to-day enquires
  • Respond to online reviews within 48 hours
  • Resolve complaints received via Hilton in collaboration with the General Manager, Operations Manager and Heads of Department

What we need from you

  • Be courteous and focused on providing a consistently high standard of customer service.
  • The ability to multi-task in a fast-paced environment.
  • Be flexible with regard to hours
  • Previous management experience in Front Office within a quality hotel.
  • High level of IT proficiency
  • Excellent leadership, interpersonal and communication skills
  • Ability to work under pressure
  • Excellent grooming standards             
  • High level of commercial awareness and sales capabilities
  • Experience in supervising and developing people
  • Ability to work on your own and as part of a team

Why work for us:
We offer market-appropriate salary plus access to our extensive benefits package, which includes:

  • Service-based annual leave (increasing up to a maximum of 5 extra days)
  • Employee & Friends/Family discounted rates at Heeton-operated hotels and Hilton GO
  • Referral scheme
  • Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan and many more
  • Heeton is an expanding company which offers excellent career, training and development opportunities
  • Exclusive access to the employee recognition & reward scheme - Heeton Rewards
  • Fantastic career potential with one of the UK's fast-growing hotel operators
  • Retention bonus on completion of 3 and 6-month service