Duty Manager

Hilton Worldwide, Inc.; Greater London; On-site; GBP 30,000; Full time

Job summary

A leading hospitality company seeks a Duty Manager to oversee guest relations at Hilton London Hyde Park Hotel. The role involves managing guest complaints, ensuring high service standards, and working closely with the team during busy times. Candidates should have supervisory experience and a background in hotel operations. This full-time position offers a competitive salary, opportunities for career development, and various employee benefits including meals and vacation time.

Benefits

Smart uniform

Free meals

Career development programs

Team Member Travel Program

High street discounts

28 days holiday

Qualifications

• Previous supervisory experience in Front Office within the hotel/leisure/retail sector.
• Calm, efficient and ability to work well under pressure.
• Strong commercial acumen, with experience in increasing profitability.

Responsibilities

• Greet and assist guests, especially VIPs.
• Manage guest complaints and ensure satisfaction.
• Conduct Health and Safety procedures as required.

Skills

Supervisory experience

Health and Safety knowledge

Calm under pressure

Leadership skills

Exceptional communication

Guest service passion

Commercial acumen

Budget management

Education

Degree or diploma in Hotel Management

Job description

Job Description - Duty Manager (HOT0C67R)

Duty Manager (Job Number: HOT0C67R)

Work Locations

Hilton London Hyde Park Hotel, 129 Bayswater Road, London W2 4RJ

Welcome to a world of opportunities at the UK’s #1 Great Place to Work 2025, as voted by our team members!

Here at Hilton London Hyde Park our Edwardian Era hotel sits opposite Hyde Park, a short walk from the Central Line at Queensway Station. Kensington Palace, Paddington and the Royal Albert Hall are within a mile. We serve a delicious French cuisine at our restaurant Aubaine, combining the elegance of a Parisian salon with the relaxed ambience of a Provencal bistro and drinks in our Lounge bar.

Here at London Hilton Hyde Park, we create heartfelt experiences for all our guests and meaningful opportunities for our Team Members. Achieving consistently the title of “Great places to work”, this is not just a job – we offer you a journey of self-discovery, growth and an exceptional career.

Annual Salary of £29,993.60 (39 Hours a week)

A WORLD OF REWARDS

• Smart uniform provided and laundered
• Free and healthy meals when on duty
• Grow your Career
• Personal Development programmes designed to support you at every step of your career
• A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing (https://cr.hilton.com)
• Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
• High street discounts: with Perks at Work
• Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
• Discounted dental and health cover
• Guest Experience Day after successfully passing probation
• Modern and inclusive Team Member’s areas

What will I be doing?

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 responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• 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.

What are we looking for?

Duty Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous supervisory experience in Front Office within the hotel/leisure/retail sector
• Good knowledge of Health and Safety and security procedures
• Calm, efficient and the ability to work well under pressure
• Excellent leadership skills and exceptional communication skills
• A passion for delivering exceptional levels of guest service
• Possess strong commercial acumen, with experience in increasing profitability in a tight market sector
• Experience in managing budgets, revenue proposals and forecasting results in a similar sized property

Desired qualifications and distinctions

• Previous role as a senior supervisor or Duty Manager in a similar quality hotel
• A degree or diploma in Hotel Management or equivalent
• In‑depth knowledge of the hotel, leisure or service sector

EVERY JOB MAKES THE STAY.

At Hilton, It Matters Where You Stay, but The Stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each Stay magical. That’s why at Hilton, Every Job Makes the Stay.

Find out more about all our brands and hotels – Hilton Brands | Global Hospitality Company

Schedule

Full‑time

Brand: Hilton Hotels & Resorts

Job

Guest Services, Operations, and Front Office