Duty Manager

About the hotel

Curio 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 F&B Marketing Campaign at HMA, Hotel Marketing Awards. The hotel has also won Boutique Hotel of the Year in London title at the Travel & Hospitality Awards 2023.

What we offer

• Friendly, people focused team
• Excellent Company benefits including Your Inspirational Stay, when you can spend a night in the hotel and enjoy dinner, bed and breakfast with a plus one (T&C's apply)
• Development opportunity across the Dominus hotels portfolio, including several Marriott and Hilton brands
• Uniform and dry cleaning
• Meals on duty
• Pension
• Staff rate across all Hilton brands and across the Dominus hotel portfolio
• Staff events and recognition schemes

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 hotels 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 hotels target for HHonors enrolment on daily basis

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

About you

The 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 environment
• Strong motivation and the ability to perform well under pressure
• A proactive and hands-on approach to their work
• Good knowledge of Health and Safety procedures and security protocols
• Excellent leadership skills to effectively guide and manage the team
• Exceptional communication skills for clear and efficient interaction with guests and colleagues
• A passion for delivering exceptional levels of guest service
• Previous experience in handling guest complaints and familiarity with emergency procedures within a hotel environment

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.

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