Duty Manager

Hilton is the world's most recognised hospitality brand and the largest upscale hotel operator in Greater London. We have a fantastic opportunity for a Duty Manager to join our team at the Doubletree by Hilton London Kensington. This is a prestigious 4‑star property located in bustling Kensington. The hotel is franchised and managed by Heeton UK. When guests enter one of our hotels, they walk into a genuinely memorable experience.

As the Duty Manager, you will be on 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.

Why work for us:

• 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, Eyecare, Career Break, Buy Annual Leave and Wedding Leave.
• Heeton is an expanding company which offers excellent career, training, and development opportunities.
• Exclusive access to the employee recognition & reward scheme – Heeton Rewards.
• Retention bonus on completion of 6 and 12‑month service.
• Work/life Balance implemented with rotas published for 2 weeks and consecutive rest days off.

Your day-to-day:

• Support the Front Office and Food and Beverage operation to maintain high standards.
• Representing the Hotel Manager when not present.
• Deal with Guest complaints and satisfaction as per 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 a sales attitude by promoting the Hilton Honors loyalty scheme.
• Monitor the appearance, standards, and performance of all Team Members, liaising with the Heads of Department.
• Ensure Front of House Team Members 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.
• Ensure daily incentives, F & B upsell, and Room upsell are done by the Front of House team.
• Maintain good communication and working relationships with all hotel departments.
• Ensure hotel DM rota is made and updated.
• Ensure all the teams complete statutory Heeton and Hilton training within the required timeframes.
• Ensure hotel security, fire evacuations and all health & safety regulations are always followed including by doing a walk around during shifts.
• Act as per policies and procedures when working with front‑of‑house equipment and property management systems.
• 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 enquiries.
• Jump into other ad‑hoc duties when your colleagues need your help.
• May be required to complete night shifts infrequently.
• Respond to online reviews within 48 hours.
• Resolve complaints received via Hilton in collaboration with the Front Office Manager and Hotel Manager.

What we need from you:

• 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 concerning 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.

Heeton is all about building a workplace for the future, we believe in equal opportunities and celebrate diversity. We are an inclusive workplace, where everyone is welcome and can be natural and the best versions of themselves. We recognise that we are on a journey regarding diversity and inclusion and welcome applications for candidates from underrepresented backgrounds. In line with the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. We do not provide Sponsorship. Documented evidence of eligibility will be required from candidates as part of the recruitment process.