Duty Manager

Duty Manager

Location: Hilton Colombo, Sri Lanka

Category: Guest Services & Operations

Job Summary

As a Duty Manager, you are the face of hospitality at Hilton Colombo. You will serve as a key point of contact in the hotel lobby, ensuring that every guest—from VIPs to long-stay residents—receives a seamless and memorable experience. Your role is to manage first impressions, resolve challenges proactively, and maintain the highest standards of safety and service excellence.

Key Responsibilities

• Guest Engagement: Maintain a strong presence in the lobby and public areas, particularly during peak hours, to greet guests and provide personalized assistance.

• VIP Relations: Personally meet and greet VIP guests and major corporate clients upon arrival, ensuring all special requirements are met.

• Complaint Resolution: Promptly manage, record, and resolve guest concerns or complaints to ensure total satisfaction.

• Long-Stay Coordination: Oversee the specialized services and facilities provided to long-stay guests to ensure a “home away from home” experience.

• Operational Oversight: Stay updated on all hotel products, services, and policies. Ensure all credit procedures are strictly applied.

• Emergency & Safety Management: Act as the primary point of contact for on-site emergencies. Conduct health and safety procedures, including fire walks and food safety investigations as required.

• Performance Monitoring: Review guest satisfaction reports and implement strategic actions to continuously improve service results.

Candidate Profile

Experience & Expertise:

• 1–2 years of experience in a similar capacity, ideally within the luxury hospitality industry.

• In-depth knowledge of the hotel, leisure, or service sectors.

• Strong understanding of Health, Safety, and Security protocols.

Skills & Competencies:

• Leadership: Exceptional interpersonal and communication skills with the ability to lead by example.

• Commercial Acumen: Proven experience in managing budgets, revenue forecasting, and identifying opportunities to increase profitability.

• Service Passion: A genuine drive to deliver world-class guest experiences.

• Resilience: The ability to handle high-pressure situations and emergencies with a calm, professional demeanor.

Working for Hilton

Hilton is the leading global hospitality company, united by the vision “to fill the earth with the light and warmth of hospitality.” For over a century, we have provided business and leisure travelers with the finest accommodations and service. At Hilton Colombo, you will join a team dedicated to creating remarkable experiences every day, with our Team Members at the heart of everything we do.

Hilton is an Equal Opportunity Employer.

Location: Hilton Colombo, Sri Lanka

Company: Hilton Hotels Colombo

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