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
What we need from you
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
Why work for us:
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

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