Duty Manager - Bloomsbury, London

The Zetter is a quiet celebration of intimate spaces, timeless imperfection, and unapologetic British eccentricity. With our collection of boutique hotels, townhouses, and parlours nestled in London’s most characterful neighbourhoods, we offer more than a stay — we curate experiences brimming with thoughtful details, curated charm, and stories layered into every corner. Our food and drink are an extension of this ethos — carefully crafted menus, perfectly poured cocktails, and service that feels warm, attentive, and never scripted.

The Duty Manager is responsible for overseeing the day-to-day operation of the property during assigned shifts, ensuring exceptional guest experiences and the smooth, safe, and efficient running of the hotel. This is a hands-on leadership role requiring strong problem-solving skills, sound judgement, and the ability to manage both front-of-house and back-of-house operations. The Duty Manager supports the senior management team in achieving operational, service, and commercial objectives while acting as the primary decision-maker on shift. This role is ideal for someone with excellent communication skills, a proactive mindset, and the ability to remain calm and effective in a fast-paced hospitality environment.

Key Responsibilities:

• Operational Leadership: Take overall responsibility for hotel operations during assigned shifts, ensuring smooth and efficient delivery across all departments. Work closely with department heads to coordinate and optimise services, including front office, housekeeping, food & beverage, kitchen, maintenance, and security. Ensure a seamless guest journey, including check-in and check-out, responding to guest enquiries, concerns, and special requests. Monitor guest feedback and implement corrective actions to continuously improve guest satisfaction. Lead by example in delivering outstanding service and professionalism. Monitor inboxes and ensure guest communications are responded to accurately and in a timely manner. Provide operational support to departments as required.
• People Management & Team Support: Supervise and support department heads and team members during shifts, ensuring teams are motivated, informed, and operating effectively. Support staff scheduling to ensure appropriate coverage during peak periods, adjusting staffing levels in line with occupancy and business needs. Conduct staff briefings or meetings to communicate updates, priorities, and operational information. Act as a role model for The Zetter’s values, behaviours, and service standards.
• Guest Relations & Problem Resolution: Take ownership of escalated guest complaints or concerns, resolving issues promptly, professionally, and empathetically. Manage emergency situations and incidents, coordinating with internal teams and external authorities where required. Implement and enforce hotel policies, procedures, and service standards consistently.
• Health, Safety & Security: Oversee security protocols and emergency procedures, ensuring the safety and wellbeing of guests, staff, and the property. Conduct regular property walk-throughs and inspections to identify, report, and address potential hazards. Ensure compliance with all statutory requirements relating to fire safety, security, food safety, health & safety, and hygiene.
• Administrative & Financial Responsibilities: Perform audits of guest accounts and transactions, ensuring accuracy and compliance with financial procedures. Handle reservations, room allocations, and front desk responsibilities as required. Respond efficiently to guest queries and concerns via phone and email. Ensure accurate handovers and reporting to senior management and incoming shifts.
• Standards, Presentation & Quality: Maintain high standards of personal presentation, hygiene, and professionalism in line with company guidelines. Ensure high standards of housekeeping, presentation, and cleanliness across the property. Uphold and maintain departmental and hotel-wide standard operating procedures. Protect guest confidentiality and handle information in line with data protection requirements.
• Learning, Development & Flexibility: Participate in cross-training and multi-skilling within your department or other departments, as deemed appropriate by management. Take responsibility for identifying personal training needs and communicating these to your line manager. From time to time, carry out duties outside your normal responsibilities, where reasonably requested to meet business needs. All roles (excluding dedicated night roles) are required to cover night shifts on a rota basis, with reasonable notice.

About You:

• Previous experience as a Duty Manager or in a similar leadership role within the hospitality industry.
• Strong leadership and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Familiarity with hotel management systems and financial processes.
• Ability to multitask and thrive in a fast-paced environment.
• Availability to work various shifts, including evenings, weekends, public holidays, and to respond to emergency situations outside regular working hours when required.