Duty Manager

St. James's Hotel & Club - Reception; City of Westminster; On-site; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Rooms and F&B discount

Continuous training

Travel card

Staff meals

Discretionary service charge

Laundry service for uniforms

28 days’ annual leave (increasing with

Introduce a friend bonus

Employee Assistance Programme

Job summary

St. James's Hotel and Club in Mayfair is seeking a motivated and reliable Duty Manager to join our team. This full-time role (42 hours per week) offers a fast-paced environment where delivering exceptional guest service and supporting day-to-day operations are essential.

You will oversee daily hotel operations, attend to VIP guests, and lead front-of-house teams to uphold our 5-star standards, with a focus on discretion, efficiency and guest satisfaction.

Responsibilities

• Oversee all daily hotel operations to deliver a seamless, 5-star guest experience.
• Act as primary contact for VIP and high-profile guests with discretion and efficiency.
• Lead front-of-house teams to maintain exceptional service standards.

Job description

Nestled in a quiet cul‑de‑sac in the heart of Mayfair, St. James's Hotel and Club is a timeless sanctuary where British heritage meets contemporary luxury. Since its inception in 1857 as an elite gentleman’s club, it has served as a sophisticated \"home away from home\" for diplomats, authors, and stars of the silver screen.

Stepping through its doors, you leave the bustle of London behind for an atmosphere of refined intimacy. The hotel is renowned for its modern English elevated cuisine by Executive Chef William Drabble, whose menus celebrate the finest seasonal British ingredients with meticulous technique. The collection of suites feels more like private residences than hotel rooms, many featuring rare private terraces overlooking the St. James’s skyline.

What truly defines the \"St. James’s story\" is its blend of history and heart. Whether you are sipping a signature cocktail in the elegant bar or enjoying the celebrated Masterpiece Afternoon Tea, you are participating in a legacy of hospitality that has spanned over 160 years. It remains a hidden gem for those who seek the quintessential London experience: discreet, opulent, and utterly unforgettable.

We are seeking a motivated and reliable Duty Manager to join our team. This is a full-time position ideal for someone who thrives in a fast-paced environment and is passionate about delivering excellent customer service and supporting day-to-day operations.

Key Responsibilities

• Oversee all daily hotel operations, ensuring a seamless and personalised guest experience in line with 5-star service standards
• Act as the primary point of contact for VIP and high-profile guests, anticipating needs and resolving requests with discretion and efficiency
• Lead and inspire front-of-house teams to deliver exceptional, detail-oriented service at all times
• Handle guest feedback, concerns, and complaints with professionalism, ensuring swift resolution and guest satisfaction recovery
• Maintain a visible presence across the property, engaging with guests and ensuring service excellence across all departments
• Coordinate closely with housekeeping, concierge, food & beverage, and maintenance teams to ensure flawless service delivery
• Uphold brand standards, presentation, and ambiance throughout the hotel, ensuring a luxury environment is consistently maintained
• Manage room allocations, special requests, and upgrades to optimise occupancy and enhance the guest experience
• Ensure compliance with health & safety regulations, as well as hotel policies and procedures
• Support training, and development of team members, fostering a culture of excellence and accountability
• Monitor daily financial performance, including revenue opportunities, upselling, and cost control
• Act as Manager on Duty, taking full responsibility for the hotel in the absence of senior leadership

Your hours of work:

• Reporting to the Front of House Manager, the role is full-time, 42-hours per week. Working to a flexible rota with a 30-minute break.

Company Benefits

• 50% off from rooms and F&B outlets for you and your friends and family
• Continuous training and development for all staff of all levels
• TFL monthly travel card up to £147.50 for zone 1 -2 paid after successful completion of probation
• Staff meals provided on shift
• Discretionary service charge
• Laundry service all formal uniform
• 28 days’ annual leave, including bank holidays, increasing after two years of service and every two years thereafter, up to a maximum of 36 days
• Introduce a friend bonus scheme
• Employee Assistance Programme