Duty Manager

Accor; Greater London; On-site; GBP 32,000 - 33,000; Full time

Benefits offered by this job

Health cash plan

Discounts across Ennismore/Accor

Referral bonus

Team events

Job summary

Delano London opening team is seeking a Duty Manager to ensure smooth shift operations from Front Office while supporting the wider hotel. You will be the primary guest contact, coordinating across departments to uphold luxury standards and service excellence.

Key abilities include guest engagement, problem solving, and calm handling of emergencies, with flexibility for varied shifts and weekends as needed.

Qualifications

• Experience in a high-end luxury hospitality environment.
• Excellent guest service and communication skills.
• Ability to work under pressure and multitask.
• Flexibility to work weekends, holidays and peak periods.

Responsibilities

• Engage guests positively; resolve queries and document resolutions.
• Assist with departures and group movements when needed.
• Manage handovers and daily briefings in the Front Office Manager's absence.
• Review arrivals/departures and prep rooms for VIPs and special requests.
• Maintain security procedures, key control, and lost & found.
• Foster relationships across hotel departments to ensure seamless service.
• Oversee guest communications; greet guests at breakfast and beyond.
• Handle emergencies calmly following established protocols.
• Perform other duties as assigned by the Front Office Manager.

Skills

Guest service

VIP handling

Communication

Problem solving

Team player

PMS Opera Cloud

Tools

Opera Cloud

Job description

• Compensation: GBP 32,000 - GBP 33,000 - yearly

Company Description

Coming very soon, Delano London will bring the spirit and celebrated heritage of the iconic Delano Miami Beach to London, reimagined for a new generation. Overlooking Kensington Gardens, the hotel will feature 67 rooms and suites, the legendary Rose Bar and Rose Lounge, alongside The Source wellness offering. Delano London will also be bringing their membership club to the UK for the first time.

Delano is a place where personality, creativity and genuine connection come together. We value curiosity, individuality and a sense of fun, creating an environment where our people can be themselves while delivering thoughtful, intuitive and genuinely warm hospitality.

Delano London is part of Ennismore, a global collective of entrepreneurial, founder-built brands rooted in creativity, culture and community, and a joint venture with Accor.

Joining Delano London means being part of something from the very beginning. It's an opportunity to shape the next chapter of an iconic brand, work alongside an ambitious and creative team and play a part in creating a hotel that feels distinctly Delano from day one.

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 anycomplaints 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 escalate 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 ofDelano London and help shape ourguest 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 rangingdiscounts 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.