Duty Manager

Imperial London Hotels; City Of London; On-site; GBP 35,000 - 40,000; Full time

Job summary

A well-established hotel chain in London seeks a Duty Manager to oversee guest experiences and lead a front office team. Responsibilities include ensuring exceptional guest care and managing fire evacuation procedures. Ideal candidates have experience in hospitality, strong leadership qualities, and a passion for delivering memorable experiences. Competitive salary of £35,363 plus benefits, with opportunities for professional development and various employee discounts.

Benefits

28 days holiday increasing to 33 days

Complimentary uniform dry-cleaning

50% discount for friends and family

Health Cash Plan

Employee Assistance Programme

Salary sacrifice schemes

Qualifications

• Experience as a Duty Manager or Reception Manager in a hotel environment.
• Excellent knowledge of fire evacuation procedures.
• Passion for hospitality and creating memorable experiences.
• Ability to motivate and develop a team.
• Calm under pressure and team player.
• Good working knowledge of Microsoft Office.

Responsibilities

• Greeting guests and ensuring high standards of care.
• Providing fire evacuation training and procedures management.
• Managing luggage rooms and cleanliness.
• Handling accidents and incidents responsibly.
• Performing regular Duty Manager walks for safety and compliance.

Skills

Guest care

Leadership

Fire evacuation knowledge

Problem-solving

Microsoft Office

Education

NVQ/QCF Level 3 in Business Administration

Tools

Property Management System (Opera)

Job description

Duty Manager Royal National Hotel 44 hours £35,363.00 + benefits

Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises.The portfolio includes The Royal National Hotel which remains UK's largest hotel with over 1,600 rooms, The Bedford Hotel, The President Hotel, The Tavistock Hotel, The Morton Hotel and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4* Deluxe Hotel in 2026.

We are now recruiting a Duty Manager at our Royal National 1630-bedroom Hotel.

Putting our guests at the heart of everything you do, you make it your mission to ensure that you and your team deliver an exceptional guest journey from check-in to check-out. Working as part of theFront Office team, you will be running the shift and leading by example to create a memorable guest experience for our guests and operating in accordance with the hotel brand standards ensuring seamless workflow and processes at the front desk and all ground floor areas of the hotel.

Key Duties

• Meeting and greeting guests, ensuring the highest standards of guest care and attention, including handling guest complaints in all areas and all hotel outlets within Royal National and City Sleeper Hotel.
• Provide Fire evacuation training and responsible for refresher training for Fire team and all up-to-date procedures related to hotel Fire evacuation procedures.
• Manage Luggage rooms, liaise with relevant departments to secure extra space for the day, ensure the storage areas are clean and maintained.
• Deal with accidents and incidents, call emergency service when required, log it to Saeker.
• Complete at least 1-2 DM walks throughout the shift, having an eye for detail in relation to health and safety and record all findings in DM log, actioning all issues and communicating to the relevant persons if follow up action required.

What we’d like from you

• Previous experience as a Duty Manager or Reception Manager in a similar operation ideally in a hotel.
• Excellent Fire evacuation procedure knowledge and confidence leading the procedure.
• A Passion for hospitality – you are all about creating memorable experiences for others no matter what time of day.
• NVQ/QCF Level 3 Qualified or equivalent qualification in Business Administration.
• You will be a natural leader with the ability to motivate and develop a team to reach their full potential both personally and professionally.
• A positive can-do attitude, you are calm under pressure, able to work both independently and as part of a team.
• A good working knowledge of Microsoft Office and knowledge of Property Management System(Opera).

What you’ll get in return

• 28 days holiday, increasing with length of service up to 33 days (including bank holidays)
• Access to ILH Training Academy programmes, apprenticeships and supported study scheme
• Access to Holiday Purchase Scheme
• Complimentary uniform dry-cleaning. Discounted dry-cleaning on personal items.Access to an interest-free Season Ticket Loan or Travelcard Loan
• Team member flat rate discount & 50% discount to friends and family at any of our hotels
• 50% discount at ILH’s nine food and beverage outlets
• Access to coffee and beverage discounts at Blooms Café - £1.50 per beverage
• Access to an employee funded Health Cash Plan
• Access to local Bloomsbury London discounts e.g. bowling and restaurant outlets
• Access to Early Pay - instantly access a portion of the pay you’ve already earned
• Access to shopping discounts across several high-street brands and online retailers
• Access to salary sacrifice schemes e.g. nursery care, cycle to work & technology
• Access to mental health first aiders support & well-being support
• Access to our Employee Assistance Programme by Hospitality Action
• You can explore additional benefits here.