Duty Manager in City of Westminster

Benefits

• Competitive salary that reflects your talent, contribution, and potential.
• Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service.
• Paid birthday leave.
• Generous gifts and financial support for special occasions such as weddings and the arrival of a new baby.
• Comprehensive wellbeing support, including free access to our Employee Assistance Programme.
• Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops.
• Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments.
• Cycle to Work scheme.
• Preferential gym membership rates.
• Continuous learning and development opportunities.
• Paid volunteering day.
• Employee referral programme.
• Complimentary meals on duty in our team restaurant.
• Exclusive room rate discounts across the Montcalm Collection.
• International hotel discounts through Marriott Bonvoy.
• City-wide discounts and perks.
• Recognition programmes, including vouchers and curated rewards.
• Elegant annual celebrations and social events.

Overview

The Duty Manager plays a key supervisory role in ensuring smooth day-to-day hotel operations across all departments, particularly during evenings, weekends, and peak periods. Acting as the senior manager on duty in the absence of senior leadership, this role is responsible for maintaining service excellence, handling guest concerns with discretion, and supporting colleagues to deliver seamless and personalized guest experiences. The Duty Manager ensures that brand standards are upheld, operational issues are resolved promptly, and the highest levels of guest satisfaction are achieved in line with Montcalm Collection’s commitment to luxury hospitality.

Responsibilities

• Act as the senior decision-maker during assigned shifts in the absence of senior managers.
• Supervise front office and guest services staff, ensuring performance aligns with luxury service standards.
• Carry out daily inspections of public areas, back-of-house spaces, and guest facilities.
• Handle guest complaints with empathy and efficiency.
• Support and liaise with Housekeeping, F&B, and Engineering teams to resolve operational issues.
• Ensure accurate and timely completion of daily reports, shift handovers, and logbooks.
• Oversee cash handling procedures and ensure compliance with financial policies.
• Maintain visibility in the lobby and other guest-facing areas during busy periods.
• Ensure health & safety, fire, and security procedures are followed by all staff on duty.
• Train, coach, and mentor team members to uphold Montcalm Collection service standards.

Skills and Qualifications

• Previous experience in a supervisory or duty management role within a luxury hotel environment.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS, POS).
• Additional training in health & safety, fire safety, or first aid is an advantage.
• Fluency in English required; additional languages preferred.

Working Conditions

• Flexible schedule including evenings, weekends, and public holidays.
• Active role requiring visibility across guest-facing and operational areas.
• Periods of standing, walking, and light manual handling.

Eligibility

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer

At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.