Duty Manager

Accorhotel; England; Sur place; GBP 32 000 - 45 000; Plein temps

Avantages offerts par ce poste

Health cash plan

Discounts on hotels and restaurants

Referral bonus

Team events

Résumé du poste

Delano London, part of the Accor portfolio, seeks a Duty Manager to ensure smooth shift operations from Front Office, coordinating across departments to uphold luxury service standards.

You will greet guests, handle inquiries and complaints, supervise handovers, and contribute to a premium guest experience with a proactive, team-oriented mindset.

Qualifications

• Previous experience in a high-end luxury or upscale hospitality environment is desirable.
• Strong organisational, analytical and problem-solving skills; ability to maintain composure and professionalism under pressure
• Proven customer service excellence with a team-oriented mindset and professional maturity
• Ability to multitask effectively and manage competing priorities in a fast-paced environment while maintaining meticulous attention to detail
• Proven ability to resolve guest conflicts independently or escalated issues to management when necessary
• Ability to work collaboratively within a team environment, supporting colleagues and promoting positive workplace culture
• Knowledge of property management systems (PMS), with experience using Opera Cloud considered a plus
• Flexibility to work varied schedules, including weekends, holidays and peak business periods
• Additional language proficiency is a strong asset

Responsabilités

• Proactively engage positively with all guests, including resolving any complaints and queries and ensures satisfactory resolution, follow up and recording of the occurrence
• Assist with departures as needed and with group movements if necessary
• Manage accurate handovers and the daily briefing in the absence of the Front Office Manager
• Review daily arrivals and departures, prepare and check rooms to preference and block rooms for special requests, VIPs, or package reservations. Ensure they're ready in a timely manner
• Maintain security and safety procedures, including key control and lost & found
• Foster positive working relationships with all hotel departments to ensure seamless guest service
• Proactively oversee guest communications, greeting them at breakfast, for example, to ensure their stay is exceeding expectations
• Manage emergency situations calmly and efficiently, following established protocols
• Perform any other job-related duties as assigned by the Front Office Manager

Connaissances

Guest service excellence

Teamwork

Organisational skills

Problem-solving

Multitasking

PMS familiarity

Outils

Opera Cloud

Description du poste

Job Description

We're looking for a talented, ambitious Duty Manager who will be responsible for the smooth running of their shift, based from our Front Office but supporting the wider hotel operation.

This role serves as the primary point of contact for our guests and coordinates between departments to ensure all interactions reflect the hotel's high standards of hospitality, professionalism and service excellence.

YOUR KEY RESPONSIBILITIES:

• Proactively engage positively with all guests, including resolving any complaints and queries and ensures satisfactory resolution, follow up and recording of the occurrence
• Assist with departures as needed and with group movements if necessary
• Manage accurate handovers and the daily briefing in the absence of the Front Office Manager
• Review daily arrivals and departures, prepare and check rooms to preference and block rooms for special requests, VIPs, or package reservations. Ensure they're ready in a timely manner
• Maintain security and safety procedures, including key control and lost & found
• Foster positive working relationships with all hotel departments to ensure seamless guest service
• Proactively oversee guest communications, greeting them at breakfast, for example, to ensure their stay is exceeding expectations
• Manage emergency situations calmly and efficiently, following established protocols
• Perform any other job-related duties as assigned by the Front Office Manager

We will on occasion request that team members undertake various related tasks as needed in the spirit of providing exceptional guest service.

Qualifications

• Previous experience in a high-end luxury or upscale hospitality environment is desirable
• Strong organisational, analytical and problem-solving skills; ability to maintain composure and professionalism under pressure
• Proven customer service excellence with a team-oriented mindset and professional maturity
• Ability to multitask effectively and manage competing priorities in a fast-paced environment while maintaining meticulous attention to detail
• Proven ability to resolve guest conflicts independently or escalated issues to management when necessary
• Ability to work collaboratively within a team environment, supporting colleagues and promoting positive workplace culture
• Knowledge of property management systems (PMS), with experience using Opera Cloud considered a plus
• Flexibility to work varied schedules, including weekends, holidays and peak business periods
• Additional language proficiency is a strong asset

Additional Information

What's in it for you?

• The opportunity to join the opening team of Delano London and help shape our guest experience from day one.
• Join an innovative, fast-growing, international group that's committed to not just building new hotels but building a global brand, offering plenty of opportunity for learning & development.
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
• Wide ranging discounts off hotels, restaurants and more within both the Ennismore and Accor portfolios worldwide.
• Referral bonus for successful new team member recommendations.
• Monthly team recognition, regular team events and biannual team parties.