Duty Manager

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 be 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 per 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 the 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 induction 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 per 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
  
  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 concerning 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
  
  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


• Life Assurance, Income Protection and Employee Assistance Schemes


• 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 6 and 12-month service


A stylish central London hotel with a Georgian façade, meeting facilities, free Wi-Fi and a chic restaurant. Doubletree by Hilton Kensington is just steps from Gloucester Road Tube station, from where it is six minutes to national rail and coach connections at Victoria station and eight minutes to Paddington station. Enjoy a night at the Proms in the Royal Albert Hall, 13 minutes walk from the hotel. Exibitions at the Natural History Museam, Science Museum and the Victoria and Albert Museum are withn easy walking distance and is a five minute taxi ride to Harrods and the shops of Knightsbridge.