Assistant Front Desk Manager (Duty Manager)

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Duty Manager, you will be responsible for overseeing the hotel’s daily operations, ensuring that all departments work together seamlessly to deliver outstanding guest service. Your leadership and problem-solving skills will be key in providing a positive guest experience and ensuring smooth hotel operations. As an Assistant Front Desk Manager, you’re not just overseeing hotel operations in the absence of the General Manager – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Oversee daily shift operations and ensure service standards are consistently maintained.
• Handle guest feedback, requests and service recovery promptly and professionally.
• Represent hotel management when required and make sound operational decisions during the shift.
• Coordinate closely with Rooms Division and the wider hotel operations team to ensure seamless guest experiences.
• Monitor arrivals, departures, room readiness, VIP movements and operational follow-ups.
• Support operational teams in resolving guest-related, room-related or service-related matters.
• Conduct regular checks of guest-facing areas to ensure cleanliness, presentation and operational readiness.
• Maintain current knowledge of hotel products, services, policies, room availability and operational procedures.
• Ensure proper handover of operational matters, guest concerns and follow-up actions between shifts.
• Be familiar with and adhere to the hotel’s safety and security manuals, emergency procedures and related policies.
• Remain alert to safety, security or operational incidents and escalate or report them in accordance with hotel procedures.
• Support emergency response, crisis handling and incident management when required.
• Perform any other reasonable duties assigned.
• The Management reserves the right to make changes to this job description if necessary.

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Good communication and interpersonal skills.

• Strong guest service orientation with the ability to handle guest feedback and service recovery professionally.

• Ability to make sound operational decisions in a timely and responsible manner.

• Ability to remain calm, efficient and organised under pressure.

• Good knowledge of Front Office operations, room control, cashiering and guest handling procedures.

• Ability to coordinate effectively with Rooms Division and the wider hotel operations team.

• Good understanding of hotel safety, security and emergency procedures.

• Ability to coach, guide and support Team Members during daily operations.

• Proficiency in hotel systems and basic Microsoft Office applications.

• Previous Front Office or Duty Manager experience in a hotel environment preferred.

• Willingness to work shifts, weekends and public holidays according to operational requirements.

How We’ll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program

Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered

*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.