Friday , December 4 2020

Careers at Hilton – Night Duty Manager

Website Hilton

Job Description:

As Night Duty Manager, you will provide the night team with the leadership that delivers exceptional customer service experience in a safe and secure hotel environment.

Job Responsibilities:

  • Ensuring there are the correct shift resources to ensure exceptional arrival and departure experience
  • Ensure compliance with all company financial, privacy, date security policy and procedures
  • In conjunction with the Front Office Manager and Assistant Front Office Manager, ensure that the team delivers optimal levels of productivity in line with forecasted activity
  • Ensure front desk and immediate adjacent areas are always presented to the defined standardMaintain guest balances, room credit availability and credit control policy
  • Work with the Front Office Manager and Assistant Front Office Manager to develop approaches to drive additional revenue and profit for the department.
  • Ensure all systems are backed up and maintained as per policy
  • Ensure the night team on duty have the appropriate tools, training, and equipment to deliver the services and propositions consistently to the required standard.
  • Maintain consistent and robust security related to guest data, and valuables, stock, cash, equipment and ensure that all standard department procedures are fully adhered to.
  • Liaise with the whole from office team and wider hotel team on a daily basis to ensure all arrivals are guaranteed, effective delivery of guest requirements, special requests and billed accurately
  • Deliver briefing to the night team and allocate tasks to the team on shift fairly and monitor standards of completed tasks.
  • Take responsibility for the hotel’s safety and security priorities during your shift, as the on duty manager and provide other team members with leadership support as required.
  • Scheduling the shifts and planning holiday entitlement in line with business requirements
  • Take responsibility for resolving guest’s problems.

Job Requirements:

  • The ability to proactively sense and take action on customer needs and opportunities and exceed customer expectation as often as possible
  • Ensure a consistent delivery of the relevant hotel service and product provisions
  • Anticipate the needs of the guests and take experience enhancement action before arrival
  • Anticipate potential increase risks to guest/property safety and security and take appropriate action in advance
  • Be aware of cultural and social differences
  • Allocate guest rooms in line with policy and maintain overbooking levels
  • Clearly communicate interdepartmental guest requests and check understanding with servicing department
  • Delivery of high levels of HHonors guest satisfaction, repeat guest intent and problem resolution
  • Ensure guests feel confident about their safety and security over the night period
  • Deal effectively with underlying issues that may impact guest experience
  • Remain calm and composed at all times.

Qualification & Experience:

  • Personal license holder
  • 1st aid at work
  • Significant experience of night supervision or leadership role
  • Certificated learning in delivering training, coaching and performance management techniques
  • Local or national security training certification
  • Leadership and change management certification

Job Details:

Company:  Hilton

Vacancy Type:  Full Time

Job Location: Liverpool, England, UK

Application Deadline: N/A

Apply Here