Duty Manager

at  Lost Property St Pauls A Curio Collection by Hilton

Job Ref: DOM1292
Branch: Lost Property St. Paul’s - A Curio Collection by Hilton
Location: Lost Property St.Paul’s, London (Central)
Salary/Benefits: Competitive Salary
Contract type: Permanent
Hours: Full Time
Shift pattern: Evening / Late shifts
Hours per week: 40
Posted date: 30/10/2024
Closing date: 13/12/2024

DESIRABLE 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, new hotel, please do get in touch! We look forward to hearing from you.
  Lost Property St. Paul’s Hotel is located on Ludgate Hill, 100 metres from St. Paul’s Cathedral and it is the newest addition to the Curio Collection within the Hilton portfolio in London.
  The hotel consists of six floors and includes the buildings original façade. Lost Property St. Pauls features a charming restaurant and bar called Found but also a a neighbourly Coffee House - Tattle - offering British produced sourced locally.
  The Interior design includes classic features and rich tones to complement the façade and immediate vicinity. Each room is influenced by eclectic artwork and contemporary design touches inspired by the London’s rich history in partnership with Key Interior and Designs and ICA Studio.
  BREEAM approved with an “Excellent” rating the hotel will feature an upscale brand experience, courtesy of Curio by Hilton

ABOUT THE ROLE

A 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:

People

• To act as an ambassador for the hotel and new starters
• Provide day to day operational support to all hotel departments
• Drive Front Office KPIs related to quality (TripAdvisor, Google+ etc).
• To support Front Office and hotel’s operation with highlighting departmental issues
• To always Display hotel culture values
• Complete mandatory trainings be aware of hotel policies
• Flexibility with a variety of all shifts as per business needs
• Flexibility to respond to a variety of difficult work situations
• To be the main contact for any guest issues, complaints and health and safety as well as security issues

Quality

• Occupy the hotel lobby and other public areas, particularly at busy times
• Engage Guests in conversation and provide general assistance
• Manage, record, and resolve promptly all Guest complaints
• Meet and greet VIP Guests and major corporate clients upon arrival
• Coordinate the services and special facilities provided to long-stay Guests
• Understand all credit procedures and ensure they are applied
• Stay current with all hotel products, services, policies, and emergency procedures
• Monitor Guest satisfaction reports and implement actions to improve results
• Handle, record and follow through with management issues or emergencies that arise
• Conduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc.

Profit

• To maximise room sales through a good understanding of room types and selling strategies
• To drive up sells in the Front Office by taking a pro-active approach
• To monitor room type and overall overbooking and take necessary actions when required
• To actively contribute to overall hotel’s target for HHonors enrolment on daily basis

Others

• Support in all areas of the business
• All other reasonable duties assigned by hotel management