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- Tasks: Lead daily hotel operations and ensure top-notch guest experiences.
- Company: Join The Biltmore Mayfair, a luxury hotel in the heart of London.
- Benefits: Enjoy social events, training, employee discounts, and a health plan.
- Why this job: Be part of a dynamic team in a prestigious hotel with growth opportunities.
- Qualifications: 3-5 years in hospitality, strong leadership, and customer service skills required.
- Other info: Flexible hours and a chance to work in a stunning environment.
The predicted salary is between 36000 - 60000 £ per year.
We are thrilled to offer a unique opportunity for an experienced Duty Manager to join the team at The Biltmore Mayfair. In this role, you will be responsible for ensuring consistent quality of customer service is provided to the guests in accordance with the Luxury Standards. As the Duty Manager, you will play a key role in hotel daily operations, ensuring seamless service delivery and maintaining the highest standards of guest satisfaction, and take the responsibility to assist the management to drive and deliver positive results.
Duty Manager Responsibilities:
- Operational Leadership: Oversee daily hotel operations, including front desk, concierge, housekeeping, and F&B, ensuring flawless execution.
- Guest Excellence: Resolve inquiries and complaints with grace, personalizing experiences for VIPs and high-profile guests.
- Team Coordination: Lead, mentor, and schedule staff across departments to foster a culture of excellence.
- Safety & Compliance: Uphold health, safety, and security protocols, conducting regular audits and risk assessments.
- Crisis Management: Act as the primary contact for emergencies, implementing solutions with poise and efficiency.
- Quality Assurance: Perform routine inspections of public areas and guest rooms to maintain luxury standards.
- Collaboration: Liaise with departments like Sales and Maintenance to optimize guest experiences and operational efficiency.
- Reporting: Prepare detailed shift reports and analyze feedback to drive continuous improvement.
Duty Manager will have:
- Proven work experience as a Guest Relations Manager, Duty Manager or similar role 3-5 years
- Understanding of all hotel management best practices and SOPs
- Hands-on experience with Hotel Management software (PMS) e.g. Opera and Microsoft Office
- Customer service drive with outstanding communication and active listening skills
- Excellent problem-solving and multitasking skills, Crisis resolution and decision-making expertise
- Leadership skills along with the ability to motivate a team into high performance
- Ability to work flexible hours including weekends
- Strong sense of responsibility and a professional presentation
Certifications: First Aid, CPR, or relevant hospitality certifications will be advantageous.
In return we offer:
- Social Events, Wellbeing and Team Activities
- Employee Assistant Programme
- Training and development
- Cash Health Plan cover option available
- Apprenticeship/Placement opportunities
- Career development and salary reviews
- Interest free Season Ticket Loan Scheme
- Uniform (Laundry / Dry Cleaning for Uniform)
- Meals Provided on Duty
- Length of Service related holiday scheme
- Eye Care Vouchers
- Employee Discounted Accommodation and F&B
- Life Assurance
- Team Member of the Month and many more
About the Hotel: The Biltmore Mayfair opened in September 2019, after undergoing a multi-million-pound redevelopment. Situated on a super prime location in the heart of Mayfair on Grosvenor Square, it offers 257 luxuriously appointed guest rooms as well as 51 highly curated and beautifully designed suites, which reflect the property’s origin as a sophisticated and elegant London private residence. Beautifully curated, The Biltmore Mayfair offers a collection of formal and casual dining options, where guests can discover delicious British cuisine with an innovative twist. Cafe Biltmore Restaurant & Terrace offers an all-day dining menu from breakfast through to dinner. The Tea Lounge offers a luxury Afternoon Tea where guests are invited to enjoy sweet and savory treats alongside a cup of freshly brewed tea or a celebratory glass of champagne. The sophisticated and seductive Pine Bar offers an impressive collection of the finest drinks and perfectly mixed cocktails. Grill 88 offers the highest-quality steaks and seafood in an intimate setting ideal for celebrations as well as everyday relaxed dining. In addition, the hotel showcases an impressive 500 sqm ballroom and various smaller function suites up to 100 guests.
About the Group: Millennium Hotels and Resorts owns and operates a portfolio of over 120 hotels worldwide. In Europe, our 21 hotels provide the perfect gateway to explore landmark locations, with many iconic attractions and business hubs close by. Properties under the group are placed into collections: Lengs Collection, M Social Collection, Millennium Collection, Copthorne Collection and Biltmore. Each collection has its own distinct personality, character and clearly defined hotel brands within it; tailored to suit different types of guests. We are an equal opportunities employer.
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the United Kingdom. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
Duty Manager employer: Biltmore Mayfair
Contact Detail:
Biltmore Mayfair Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Duty Manager
✨Tip Number 1
Familiarise yourself with the luxury standards and customer service expectations at The Biltmore Mayfair. Understanding their specific approach to guest relations will help you demonstrate your alignment with their values during interviews.
✨Tip Number 2
Network with current or former employees of The Biltmore Mayfair or similar luxury hotels. They can provide insights into the company culture and operational practices, which can be invaluable when discussing your experience and fit for the role.
✨Tip Number 3
Brush up on your crisis management skills and prepare examples of how you've successfully handled difficult situations in the past. This is crucial for a Duty Manager role, as you'll need to showcase your ability to maintain composure under pressure.
✨Tip Number 4
Research the hotel management software mentioned in the job description, such as Opera. Familiarity with these tools can set you apart from other candidates and show your readiness to hit the ground running.
We think you need these skills to ace Duty Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as a Duty Manager or in similar roles. Focus on your operational leadership skills, customer service excellence, and any specific hotel management software you have used.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of luxury standards. Mention specific examples of how you've resolved guest complaints or led a team to success in previous positions.
Highlight Relevant Certifications: If you have certifications like First Aid or CPR, be sure to mention them in your application. These qualifications can set you apart from other candidates and demonstrate your commitment to safety and compliance.
Showcase Problem-Solving Skills: In your application, provide examples of how you've effectively managed crises or resolved issues in a high-pressure environment. This will illustrate your ability to maintain composure and deliver results under stress.
How to prepare for a job interview at Biltmore Mayfair
✨Showcase Your Leadership Skills
As a Duty Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you successfully managed staff or resolved conflicts, highlighting your leadership style and how it contributed to a positive work environment.
✨Understand the Luxury Standards
Familiarise yourself with the luxury standards expected at The Biltmore Mayfair. Be ready to discuss how you would ensure these standards are met in daily operations, particularly in guest interactions and service delivery.
✨Prepare for Crisis Management Scenarios
Given the importance of crisis management in this role, think of specific situations where you had to handle emergencies or difficult situations. Be prepared to explain your thought process and the steps you took to resolve the issues effectively.
✨Demonstrate Customer Service Excellence
Customer service is key in hospitality. Prepare to share instances where you went above and beyond for guests, especially VIPs. Highlight your communication skills and how you personalise experiences to enhance guest satisfaction.
