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 hold a position 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 in accordance with 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 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 inductions 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 in accordance with 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

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 with regard to 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

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

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 3 and 6-month service