Duty Manager

Job Description - Duty Manager (HOT0

BSWI)

Duty Manager

HOT0

BSWI

Hilton Niseko Village Higashiyama-Onsen, Niseko-cho Abuta-gun Niseko 048-1592

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, Double Tree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we’re here: to delight our guests, Team Members, and owners alike.

• 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.
• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
• 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.
• 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.
• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
• 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.
• Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
• Maintain the hotel systems to ensure accuracy of information and data, ensuring that it is easy to use and operated in an organized and systemized way.
• Ensure that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
• Adhere to the hotel’s selling strategy of demand-based pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
• Comply with Health & Safety, Emergency Management, Disaster manuals, Fire procedures and regulations.
• 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 and third-party payments for rooms, meetings, F&B and other.
• 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.
• 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.
• Ensure that the Front Office Manager is kept aware and up to date of operational issues.
• Handle…