Duty Manager

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service. Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story and within everyone, our team creates unforgettable experiences for our guests.

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.

LEADERSHIP COMPETENCIES

• Leadership & Supervision: Provides clear direction and visible leadership during assigned shifts. Supports and motivates colleagues to maintain exceptional service standards. Demonstrates confidence in decision-making and problem resolution.
• Guest Experience: Acts as the main point of contact for VIP guests and sensitive guest issues. Anticipates guest needs and ensures a personalised, luxury experience. Resolves complaints swiftly, maintaining discretion and guest loyalty.
• Operational Oversight: Monitors all key operational areas (Front Office, Housekeeping, F&B) during shift. Coordinates inter-departmental communication to ensure smooth operations. Escalates significant issues promptly to senior management.
• Crisis & Risk Management: Responds effectively to emergencies and unexpected situations. Ensures compliance with safety, security, and confidentiality policies. Protects the reputation of the hotel through calm, professional leadership.
• Communication & Collaboration: Communicates effectively with colleagues, guests, and management. Maintains accurate handover notes and updates for following shifts. Represents the hotel brand consistently and professionally.
• Financial Awareness: Oversees accurate billing, cash handling, and shift reconciliation. Assists in monitoring occupancy levels and upselling opportunities. Supports cost control measures without compromising guest service.
• Sustainability & Responsibility: Promotes and upholds the hotel’s sustainability practices. Supports community engagement initiatives where appropriate.

KEY 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, ensuring follow-up actions are completed.
• 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.

This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.

SKILLS & 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.