Position Details
Job Title: Duty Manager
Employment Type: Part Time, with the possibility of transitioning to Full Time.
Department: Front Office
Department Head: Front Office Manager
Key Responsibilities
In this role, you will be responsible for ensuring the seamless operation of the hotel during your shift, upholding Hilton’s standards of service excellence, and providing a Brighthearted leadership to the team. Specific duties include:
Shift Supervision and Operational Oversight
- Oversee Front Desk operations, ensuring adequate coverage and timely breaks for all team members.
- Monitor and enforce adherence to Hilton’s standards, policies, and procedures across all service areas.
- Maintain a clean, organized, and well-stocked Front Desk, notifying the AFDM when supplies need replenishment.
Service Excellence and Best Practices
- Supervise operational best practices, including:
- Cash Handling: Ensure accurate petty cash transactions and compliance with cash handling procedures.
- Issue Tracker: Log and address all room-related issues promptly, with appropriate follow-ups.
- Pass-Ons: Facilitate concise and detailed shift pass-ons, ensuring smooth transitions between shifts.
- Lost & Found: Enforce proper logging and handling of lost and found items.
- Task Lists: Ensure completion of shift task lists, prioritizing guest service excellence and proactive service recovery.
- Actively contribute to achieving team targets and Key Performance Indicators (KPIs).
Group Coordination and Administration
- Support the AFDM with group bookings, ensuring group resumes are current and accessible.
- Assist with entering rooming lists and group details into the system as needed.
Managerial Representation
- Act as the manager-on-duty (MOD) during your shift, serving as the primary point of contact for guests and team members in the absence of senior leadership.
- Handle guest inquiries, complaints, and emergencies professionally, ensuring incidents are logged with appropriate follow-ups.
- Provide guidance and support during incidents or emergencies, assisting with Workers’ Compensation Board (WCB) claims when necessary.
Leadership and Team Support
- Lead by example, fostering a culture of accountability, teamwork, and service excellence.
- Provide team members with guidance and resources to perform their roles effectively.
- Address immediate operational challenges, making sound decisions in alignment with Hilton’s standards and values.
Other Responsibilities
- Coordinates shuttle service to ensure that drop off and pick up operations are well -timed and seamless.
- Performs overnight shifts as needed to cover Night Auditors during vacations, sick calls, or other absences.
- Perform other duties as assigned by the management to meet operational needs.
Note: Priority will be given to applicants with flexible availability.
Job Types: Full-time, Part-time
Pay: $17.00-$18.00 per hour
Work Location: In person
