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, DoubleTree, 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.
The Duty Managers are responsible for overseeing the hotel’s daily operations and addressing guest needs in alignment with Waldorf Astoria Kuala Lumpur and Forbes standards. This role focuses on maintaining the highest level of service and presence in the lobby, ensuring all hotel policies are consistently upheld, and performing any additional duties as assigned by Management. Stationed in the lobby, Duty Managers are expected to remain highly visible and approachable at all times, exercising sound judgment and making decisions that enhance guest comfort and convenience. They work closely with all departments to ensure seamless operations and maintain a daily log of significant incidents for review by the General Manager. Operating on a 24-hour rotational schedule, Duty Managers must be fully knowledgeable in fire and emergency procedures and collaborate closely with the Security team to ensure the safety and well-being of guests and team members
Key Responsibilities / Main Duties
To oversee the daily activities of duty managers, ensuring they adhere to their responsibilities and deliverables.
To regularly review and assess the performance of duty managers, providing feedback and guidance to ensure continuous improvement.
To act as the primary point of contact for escalations, resolving issues promptly and effectively.
To support DFO and ADFO in providing ongoing training and support to duty managers, fostering a culture of learning and development.
To ensure all duty managers comply with company policies, procedures, and standards.
To design and implement strategies to enhance guest stay experience scores and problem resolution focusing on key areas such as service quality, amenities, and overall guest satisfaction.
To oversee the resolution of guest complaints and issues, ensuring timely and satisfactory outcomes. Act as the escalation point for complex or unresolved issues.
Ensure all aspects of the hotel operations comply with Waldorf Astoria Kuala Lumpur and Forbes Travel Guide requirements.
To provide direction, monitor and make sure all duty managers are accomplishing side duties in a timely manner.
To ensure Forbes standard and Brands standards are followed by conducting audits and check.
Guest Feedback Analysis: Regularly review guest feedback and ratings to identify trends
To monitor the conduct and performance of all team members at work and report findings to the head of the department concerned for follow up.
To be available at the lobby at all times to attend to matters which require an immediate decision.
To monitor and ensure the cleanliness of the lobby and front entrance area.
To ensure a smooth flow of traffic at the front driveway.
https://jobs.hilton.com/apac/en/job/HOT0CHUN/Duty-Manager-Pre-Opening-Waldorf-Astoria-Kuala-Lumpur
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
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 […]
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