Duty Manager

Rosewood Hotel Group; Camden Town; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

28 days paid holidays including Bank

Food & Beverage discounts

Company pension & life assurance

Enhanced sick pay policy

12 complimentary room nights per year

Parental leave up to 16 weeks

Wellbeing activities

Job summary

Rosewood London is seeking a Duty Manager to support the Front Office by providing visible leadership, coaching the team and ensuring guest interactions are seamless and refined. You will oversee daily operations, VIP stays, group arrivals and billing, while maintaining Rosewood's high standards of service.

Reporting to the Front Desk Manager, you will drive excellence, train colleagues, handle guest requests with professionalism, and uphold the brand's reputation for memorable Moments of Magic.

Qualifications

• Experience leading a Front Office team in a luxury hotel.
• Proven ability to manage guest requests, VIPs and group arrivals.
• Strong knowledge of Front Office systems (Opera, Unifocus, 3C).
• Excellent communication and coaching skills.

Responsibilities

• Lead by example in daily Front Office operations, maintaining high hospitality standards.
• Support the Front Desk Manager and mentor team for service excellence.
• Manage guest requests, feedback and concerns with care and follow-through.
• Oversee VIP stays, group arrivals, billing instructions and rooming details.
• Coach and train colleagues to uphold Rosewood service standards.

Skills

Guest service

Leadership

Front office operations

Communication

Coaching & training

Attention to detail

Tools

Opera

Unifocus

3C

Job description

OUR PURPOSE AND CULTUREWe are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact. As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey.At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.THE TEAMYou will join the Rooms Division at Rosewood London, working closely with the Front Desk and Night teams. You will report to the Director of Front of House or Front Desk Manager, with a dotted reporting line to the Night Manager or Assistant Front Desk Manager.YOUR ROLEAs Duty Manager, you will assist the Front Desk Manager with the day-to-day operation of the Front Office. You will support guests and associates with enthusiasm, efficiency and professionalism, helping the team consistently deliver Rosewood’s standards of service and hospitality.You will provide visible leadership throughout the operation, support team development and help ensure every guest interaction is intuitive, engaging and refined.HOW YOU’LL MAKE THE PLACE* Lead by example during daily Front Office operations, providing an engaging and professional presence for guests and associates.* Support the Front Desk Manager in leading the team, maintaining positive communication and creating an environment in which associates can work effectively together.* Manage guest requests, feedback and concerns with care, ensuring each matter is resolved and followed through appropriately.* Oversee VIP stays, long-stay guests, special requests and group arrivals, ensuring rooming lists, billing instructions and operational details are communicated and managed accurately.* Maintain strong knowledge of Front Office systems, including Opera, Unifocus and 3C, while monitoring room assignments, open folios, house accounts and cashier reports.* Coach and train the team regularly, reinforcing Rosewood service expectations and applicable LQA, Forbes and brand standardsCOULD THIS BE YOU?* You deliver guest service with enthusiasm, efficiency and professionalism, always maintaining high hospitality standards.* You are confident leading and motivating a Front Office team while building positive relationships with colleagues across the hotel.* You communicate clearly and professionally, including when responding to guest requests, handling concerns and completing operational handovers.* You have strong working knowledge of Front Office operations and are comfortable using systems such as Opera, Unifocus and 3C.* You are organised and attentive to detail, with the ability to coordinate VIP stays, group arrivals, billing requirements, room assignments and daily operational priorities.* You take a proactive approach to coaching, training and improving procedures, helping the team create memorable Moments of Magic for guests.OUR BENEFITS* 28 days paid holidays per annum including Bank Holidays* Discounts on Food & Beverage* Company pension scheme and life assurance* Enhanced sick pay policy* 12 complimentary room nights per year and F&B discount worldwide* Up to 16 weeks paid parental leave* Talent development opportunities* Involvement in Corporate Social Responsibility programmes and wellbeing activitiesOUR COMMITMENT TO YOUAt Rosewood Hotel Group, your voice is heard and valued. We’re a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations.We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them, and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.