Operation Duty Manager in London

Are you ready to take your career to the next level in the luxurious world of hospitality? Firmdale Hotels invites you to join our prestigious team at The Ham Yard Hotel as an Operations Duty Manager - Nights. As part of a globally recognised company renowned for its unique design and exceptional service, you will be an integral part of delivering unparalleled guest experiences. Firmdale Hotels is a collection of award-winning, stylish boutique hotels located in the heart of London and New York. Known for our attention to detail, unique interiors designed by Kit Kemp, and exceptional service, we pride ourselves on creating memorable stays for our guests. Our commitment to excellence extends beyond our guests to our dedicated team members, offering a supportive and dynamic work environment.

As the Operations Duty Manager - Nights, you will play a pivotal role in overseeing the overnight operations of The Ham Yard Hotel. Working closely with all department managers, you will ensure the smooth running of all aspects of the hotel during the night, maintaining our high standards of service and security.

Responsibilities:

• Serve as the key point of contact between the General Manager, guests, and the operational team, ensuring clear and effective communication.
• Continuously monitor and uphold our exceptional service standards, making real‑time adjustments as necessary.
• Ensure the safety and security of the hotel, conducting regular checks and responding swiftly to any incidents.
• Conduct thorough health and safety checks to maintain a safe environment for guests and staff.
• Deliver and maintain exceptional levels of customer service, addressing guest needs promptly and professionally.
• Attend to and manage any incidents or accidents involving guests or team members, ensuring proper procedures are followed.
• Provide operational support across all departments as needed, from Events and Food & Beverage to Front Office, Housekeeping, and the Kitchen.
• Run the night audit and produce nightly reports for senior management review.

What you Need:

• Previous experience as an Operations Duty Manager - Nights or Head of Department within a 5-star hotel is essential.
• Excellent communication skills to effectively interact with guests and team members.
• A meticulous eye for detail and a drive to maintain exceptional standards.
• Strong leadership and motivational skills to inspire and manage your team.
• The ability to work under pressure and handle diverse scenarios with confidence.
• Familiarity with Micros and Opera systems is desirable.

What We Offer:

• Competitive salary from £50,500.00 to £55,500.00 inclusive of service charge.
• Access to Wagestream, our financial‑wellbeing app.
• Health cash plan (including contributions towards dental, optical, alternative and complementary therapies).
• Discounted cinema tickets, gym membership, travel, retailers and restaurants.
• Complimentary meals on shift.
• Referral bonus scheme for recommending top talent.
• Flexible scheduling without split shifts.
• Dry cleaning service for work attire and discounted personal dry cleaning.
• Enhanced holiday allowance based on length of service.
• Season ticket loan for convenient commuting.
• Ongoing training, professional development, and fully funded English lessons.
• Regular social events, team activities, and fitness sessions.
• Benefits like cycle‑to‑work scheme and annual long‑service awards.
• One allocated paid day per year for volunteering work.
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks.

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process. In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.