Duty Manager

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Montcalm Collection

Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th‑century brewery, heritage headquarters and a diamond‑shaped skyscraper, each hotel reveals a different chapter in the city’s story. The collection includes Montcalm Royal London House, Montcalm East (part of Marriott’s Autograph Collection), Inhabit, Southwick Street and Inhabit, Queen’s Gardens (both part of Design Hotels).

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, the 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 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.

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.

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 Condition

• 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.

Benefits

• Competitive salary.
• A supportive, empowering team environment.
• Benefits platform with various discounts.
• 28 holidays including eight bank holidays, with more holidays after two‑year service.
• Cash‑back health benefits, including optical, dental, chiropractor and physio services.
• Discounted gym membership.
• Access to Wellbeing platform and sessions, including EAP.
• Awards and Recognition Programme.
• Annual parties.
• Regular and ongoing training and development, including leadership workshops.
• Enjoy a paid day off to celebrate your birthday – because your special day matters!

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.

Application Information

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.

Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for this role without prior agreement per role in writing from our Head of Human Resources will be considered the property of the company and will not be subject to agency fees.

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