Duty Manager Job in Bangalore at Hilton

Hilton is hiring for the role of Duty Manager!

Responsibilities of the Candidate:

• 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..
• Conduct PDRs, one-to-one meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.
• Be involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests
• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
• Check-in guests by 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
• Be a part of the Fire Team and take action accordingly.
• 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 ethically and responsibly, 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

Requirements:

• 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.