Duty Manager - (Pre-Opening) Waldorf Astoria Kuala Lumpur
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Duty Managers are responsible for overseeing the hotel’s daily operations and addressing guest needs in alignment with Waldorf Astoria Kuala Lumpur and Forbes standards. This role focuses on maintaining the highest level of service and presence in the lobby, ensuring all hotel policies are consistently upheld, and performing any additional duties as assigned by Management. Stationed in the lobby, Duty Managers are expected to remain highly visible and approachable at all times, exercising sound judgment and making decisions that enhance guest comfort and convenience. They work closely with all departments to ensure seamless operations and maintain a daily log of significant incidents for review by the General Manager. Operating on a 24-hour rotational schedule, Duty Managers must be fully knowledgeable in fire and emergency procedures and collaborate closely with the Security team to ensure the safety and well-being of guests and team members
Key Responsibilities / Main Duties
To oversee the daily activities of duty managers, ensuring they adhere to their responsibilities and deliverables.
To regularly review and assess the performance of duty managers, providing feedback and guidance to ensure continuous improvement.
To act as the primary point of contact for escalations, resolving issues promptly and effectively.
To support DFO and ADFO in providing ongoing training and support to duty managers, fostering a culture of learning and development.
To ensure all duty managers comply with company policies, procedures, and standards.
To design and implement strategies to enhance guest stay experience scores and problem resolution focusing on key areas such as service quality, amenities, and overall guest satisfaction.
To oversee the resolution of guest complaints and issues, ensuring timely and satisfactory outcomes. Act as the escalation point for complex or unresolved issues.
Ensure all aspects of the hotel operations comply with Waldorf Astoria Kuala Lumpur and Forbes Travel Guide requirements.
To provide direction, monitor and make sure all duty managers are accomplishing side duties in a timely manner.
To ensure Forbes standard and Brands standards are followed by conducting audits and check.
Guest Feedback Analysis: Regularly review guest feedback and ratings to identify trends
To monitor the conduct and performance of all team members at work and report findings to the head of the department concerned for follow up.
To be available at the lobby at all times to attend to matters which require an immediate decision.
To monitor and ensure the cleanliness of the lobby and front entrance area.
To ensure a smooth flow of traffic at the front driveway.
To assist other staff in dealing with special requests and complaints.
To ensure that all house rules and regulations are adhered to.
To approve rebates and paid out with valid reasons and supported by necessary documents.
To inspect VIPs rooms prior to guest arrival.
To welcome VIPs on behalf on the Management.
To be familiarized with in-house VIPs and obtain feedback of stay for Management's attention.
To bid farewell to departing VIPs.
To be aware of room availability and be ready to make decision on acceptance or refusal of lay-over in the absence of Front Office Manager and Reception Manager.
To make frequent rounds of the house to ensure that everything such as furniture, lifts, lights etc. are clean and functioning properly.
To supervise the back of the house to ensure good security, cleanliness and pay special attention to fire hazards such as stairwell obstructions.
To make notes and comments in the Duty Manager's log book of all happenings for the General Manager / Hotel Manager to review.
To ensure all guest requests and complaints via in-coming email are properly handle
To random check on team member according to standard check list.
Guest and Team Member Experience
Full adherence on the company’s policy on Harassment and Violence-Free Workplace
Ensures a strong professional relationship with all levels of Team Members within the hotel, taking an active interest in their welfare, safety and development.
Respectful of the time of the organization as well as that of other Team Members. Puts a high value in promptness for any related work attendance matters, be it training, meetings or daily work.
Ensures the punctuality and appearance of all Team Members, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
Supports the development of Team Members and prepares and monitors the Department Learning and Development calendar of activities.
Ensures timely update for the Job Skills Checklist of All Department Team Members
Encourages Team Members to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
Financial
Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
Keep oneself informed and updated of the Hotel’s financial goals
Focuses attention in improving productivity levels and prudently manage the energy efficiency of all equipment.
Ensures new technology and equipment are embraced, improving productivity while taking work out of the system.
Confidentiality
Ensures that the confidentiality of all Team Member information and benefits packages must be strongly adhered to.
Operational
Monitors and maintains the proper appearance of the office area.
Ensures that the Waldorf Astoria Brand Service Standards is fully implemented and adhered to
Participates in and supports Waldorf Astoria Ambassador Network initiatives for Team Members and participates in the Waldorf Astoria Ambassador Network Committee Meetings (as necessary)
Coordinates and assists in team activities and promotes a “can-do” attitude
Sets an example for a high standard of personal hygiene and luxury grooming
Attends training sessions and meetings as when required.
Carries out any other reasonable duties and responsibilities as assigned.
What are we looking for?
A Duty Manager serving Hilton Brands is 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:
• Able to read, write, speak and understand English to communicate effectively with guests and employees.
• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
• Strong interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Thorough organization and supervisory skills.
• Proficient in accomplishing tasks.
• Able to work under pressure and deal with stressful situations during busy periods.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
