Duty Manager

About the hotelCurio Collection by Hilton is a global set of remarkable upper upscale hotels handpicked for their unique character and personality; each one a part of the fabric of the city it calls home. Lost Property is the seventh Curio Collection hotel opened in London.Located on Ludgate Hill, just on the corner of St Pauls cathedral, one of the most iconic London landmarks, Lost Property hotel has 145 bedrooms, a restaurant and bar called Found, a coffee house called Tattle, and a gym.Our

Found restaurant

has been nominated for the World Culinary Awards in the Best New Restaurant category and shortlisted for the Best FandB Marketing Campaign at HMA, Hotel Marketing Awards. The hotel has also won

Boutique Hotel of the Year in London

title at the Travel and Hospitality Awards 2023.What we offerStaff rate across all Hilton brands and across the Dominus hotel portfolioYour Inspirational Stay

a night in the hotel and enjoy dinner, bed and breakfast with a plus one (TandC''s apply)Impact Day, paid day to support your charity of choiceDevelopment opportunity across the Dominus hotels portfolio, including Marriott and Hilton brandsStaff events and recognition schemesAccess to Employee Assistance Program (EAP)A collaborative team culture where people thrive together and a place where you can be your true authentic selfAbout the roleA Duty Manager works closely with guests to greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby. A Duty Manager is the first line of contact for all guest and security related issues.

Responsibilities and Duties:

PeopleTo act as an ambassador for the hotel and new startersProvide day to day operational support to all hotel departmentsDrive Front Office KPIs related to quality (TripAdvisor, Google+ etc).To support Front Office and hotels operation with highlighting departmental issuesTo always Display hotel culture and valuesComplete mandatory trainings and be aware of hotel policiesFlexibility with a variety of all shifts as per business needsFlexibility to respond to a variety of difficult work situationsTo be the main contact for any guest issues, complaints and health and safety as well as security issues

QualityOccupy the hotel lobby and other public areas, particularly at busy timesEngage Guests in conversation and provide general assistanceManage, record, and resolve promptly all Guest complaintsMeet and greet VIP Guests and major corporate clients upon arrivalCoordinate the services and special facilities provided to long-stay GuestsUnderstand all credit procedures and ensure they are appliedStay current with all hotel products, services, policies, and emergency proceduresMonitor Guest satisfaction reports and implement actions to improve resultsHandle, record and follow through with management issues or emergencies that ariseConduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc.

ProfitTo maximise room sales through a good understanding of room types and selling strategiesTo drive up sells in the Front Office by taking a pro-active approachTo monitor room type and overall overbooking and take necessary actions when requiredTo actively contribute to overall hotels target for HHonors enrolment on daily basis

OthersSupport in all areas of the businessAll other reasonable duties assigned by hotel managementAbout youThe preferred candidate for this position should possess the following qualifications:A minimum of previous supervisory experience in the Front Office department, preferably within a 4* hotel environmentStrong motivation and the ability to perform well under pressureA proactive and hands-on approach to their workGood knowledge of Health and Safety procedures and security protocolsExcellent leadership skills to effectively guide and manage the teamExceptional communication skills for clear and efficient interaction with guests and colleaguesA passion for delivering exceptional levels of guest servicePrevious experience in handling guest complaints and familiarity with emergency procedures within a hotel environmentDesirable skills and experience for this position include:Proficiency in using ONQ, the hotel''s property management system, to effectively manage reservations, guest profiles, and other front office operations.Knowledge and experience with the Hilton brand, including its standards, procedures, and key performance indicators (KPIs).Familiarity with Hilton''s loyalty program, Hilton Honors, and the ability to effectively handle guest inquiries and enrolments.Understanding of revenue management principles and the ability to contribute to maximizing room revenue and occupancy.Experience in managing and analysing guest feedback, online reviews, and surveys to identify areas for improvement and implement strategies to enhance guest satisfaction.Strong organizational and multitasking skills to handle multiple tasks and priorities in a fast-paced front office environment.If you would like to join a people focus team in a unique hotel, please do get in touch! We look forward to hearing from ..... full job details .....