Duty Manager in London

Are you bold, driven towards excellence, guided by intuition, and passionate about delivering exceptional guest experiences in a luxury environment?

At The Twenty Two, we are looking for a Hotel Duty Manager to join our Front Office team, overseeing the day-to-day operation of the hotel while ensuring every guest receives a seamless and memorable experience from arrival through to departure.

As a Hotel Duty Manager, you will:

• Lead the daily operation of the Front Office, ensuring exceptional service standards are consistently delivered
• Act as the senior point of contact for guests during your shift, resolving queries and managing guest feedback with professionalism and discretion
• Support, coach, and motivate the Front Office team to deliver a personalised and luxury guest experience
• Oversee arrivals, departures, VIP guests, and room allocations to ensure smooth daily operations
• Work collaboratively with Housekeeping, Concierge, Engineering, Food & Beverage, and Security teams to deliver a seamless guest journey
• Ensure all hotel policies, procedures, and brand standards are maintained across the operation
• Represent The Twenty Two brand with confidence, professionalism, and attention to detail at all times

This is a hands-on operational leadership role, requiring a proactive approach, excellent decision-making skills, and a passion for luxury hospitality.

The Twenty Two is a luxury lifestyle hotel and members' club in the heart of Mayfair, blending hospitality, dining, and culture. Our environment is fast-paced, refined, and guest-focused, with high expectations for service excellence and teamwork across all departments.

We are looking for individuals who are passionate about excellence and culture.

You will have:

• Previous experience in a Duty Manager, Assistant Front Office Manager, or Front Office leadership role within a luxury hotel
• A strong understanding of Front Office operations and luxury guest service standards
• Experience leading and developing teams in a fast-paced hospitality environment
• Excellent organisational and problem-solving skills, with the ability to make confident decisions under pressure
• Exceptional communication and interpersonal skills, with a guest-first approach
• A flexible approach to working hours, including evenings, weekends, and public holidays
• Strong attention to detail and the ability to remain calm, professional, and solution-focused in all situations

• Oversee the daily operation of the Front Office and hotel during your shift
• Deliver exceptional guest service, ensuring every interaction reflects The Twenty Two's luxury standards
• Manage guest requests, complaints, and service recovery with confidence and professionalism
• Support and develop the Front Office team through coaching, guidance, and leadership
• Coordinate with all operational departments to ensure smooth day-to-day hotel operations
• Monitor compliance with health, safety, security, and company procedures
• Ensure accurate guest records, billing, and operational reports are completed to company standards

You will be part of a dynamic, inclusive, and supportive team, working in one of London's most distinctive hospitality venues, with opportunities to grow and develop within the business.

• Employee Assistance Programme with Hospitality Action: Our specialist support services help hospitality people tackle complex issues like addiction, financial difficulties, relationship breakdown, bereavement, or mental health problems.
• Employee Referral Scheme: £1,000 (paid on your referral completing their probationary period).
• Mentoring schemes.
• Management Development Training – on the job with support from external training providers.
• Your birthday is off.

• Generous Company Discretionary Sick Pay Scheme. You accrue one day CSP per month during your employment with the Company on a rolling basis, capped at 5 years' length of service.
• Generous staff discount in the Ground Floor Restaurant: 30% off a table up to 4 guests and 20% off a table up to 6 guests.
• A Guest Experience in the Hotel (subject to availability).
• Holiday entitlement increases: 2 days at 2 years' length of service, and a further 3 days at 5 years' length of service, prorated to your contract hours.
• Long service award schemes: 5 years (Silver Status, Meal in the Restaurant, TTT embroidered Bathrobe), 10 years (Gold Status, a stay in our sister property with flights with partner), 15 years (Platinum Status – watch this space).

If you do not hear from us within 7 days, please consider your application unsuccessful.