Duty Manager

Montcalm East, Shoreditch London; Greater London; On-site; GBP 42,000 - 54,000; Full time

Job summary

Montcalm Collection in London is seeking a Duty Manager to supervise day-to-day hotel operations during evenings, weekends and peak periods, acting as the senior on duty in the absence of senior leadership to sustain luxury service and guest satisfaction.

You will lead Front Office, Housekeeping, and F&B teams, coordinate inter-departmental communication, handle guest concerns with discretion, uphold brand standards, monitor safety procedures, and mentor staff to deliver seamless, personalized

Qualifications

• Previous experience in a supervisory or dutymanagement role within a luxury hotel environment.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS, POS).
• Additional training in health & safety, fire safety, or first aid is an advantage.
• Fluency in English required; additional languages preferred.

Responsibilities

• Act as the senior decision-maker during assigned shifts in the absence of senior managers.
• Supervise front office and guest services staff, ensuring performance aligns with luxury service standards.
• Carry out daily inspections of public areas, back-of-house spaces, and guest facilities.
• Handle guest complaints with empathy and efficiency, ensuring follow-up actions are completed.
• Support and liaise with Housekeeping, F&B, and Engineering teams to resolve operational issues.
• Ensure accurate and timely completion of daily reports, shift handovers, and logbooks.
• Oversee cash handling procedures and ensure compliance with financial policies.
• Maintain visibility in the lobby and other guest-facing areas during busy periods.
• Ensure health & safety, fire, and security procedures are followed by all staff on duty.
• Train, coach, and mentor team members to uphold Montcalm Collection service standards.

Skills

Leadership and supervision

Guest experience

Operational oversight

Crisis & risk management

Communication & collaboration

Financial awareness

Sustainability & responsibility

Health & safety

Tools

Opera PMS

POS

Job description

BRAND INTRODUCTION

AtMontcalm Collection, we believe that timeless style and genuine hospitality aremore than just values, they’re a way of life. Our people are the heart of ourhotels: passionate individuals working together as a team, united by anunwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storiedbuildings, from elegant Georgian townhouses and an 18th-century brewery to ahistoric head office and a contemporary architectural landmark. Each hotel hasits own unique story and within everyone, our team creates unforgettableexperiences for our guests.

While our walls speak of history, it’s our people,their ambition and their creativity that shapes our future.

Join us and become part of a culture that celebratesindividuality, nurtures potential and upholds the very highest standards of theart of hospitality.

SCOPE &GENERAL PURPOSE

TheDuty Manager plays a key supervisory role in ensuring smooth day-to-day hoteloperations across all departments, particularly during evenings, weekends, andpeak periods. Acting as the senior manager on duty in the absence of seniorleadership, this role is responsible for maintaining service excellence,handling guest concerns with discretion, and supporting colleagues to deliverseamless and personalized guest experiences.

The Duty Manager ensures that brand standards areupheld, operational issues are resolved promptly, and the highest levels ofguest satisfaction are achieved in line with Montcalm Collection’s commitmentto luxury hospitality.

LEADERSHIP COMPETENCIES

1. Leadership& Supervision

• Provides clear direction and visible leadershipduring assigned shifts.
• Supports and motivates colleagues to maintainexceptional service standards.
• Demonstrates confidence in decision-making andproblem resolution.

2. GuestExperience

• Acts as the main point of contact for VIPguests and sensitive guest issues.
• Anticipates guest needs and ensures apersonalised, luxury experience.
• Resolves complaints swiftly, maintainingdiscretion and guest loyalty.

3. OperationalOversight

• Monitors all key operational areas (FrontOffice, Housekeeping, F&B) during shift.
• Coordinates inter-departmental communication toensure smooth operations.
• Escalates significant issues promptly to seniormanagement.

4. Crisis& Risk Management

• Responds effectively to emergencies andunexpected situations.
• Ensures compliance with safety, security, andconfidentiality policies.
• Protects the reputation of the hotel throughcalm, professional leadership.

5. Communication& Collaboration

• Communicates effectively with colleagues,guests, and management.
• Maintains accurate handover notes and updatesfor following shifts.
• Represents the hotel brand consistently andprofessionally.

6. FinancialAwareness

• Oversees accurate billing, cash handling, andshift reconciliation.
• Assists in monitoring occupancy levels andupselling opportunities.
• Supports cost control measures withoutcompromising guest service.

7. Sustainability& Responsibility

• Promotes and upholds the hotel’s sustainabilitypractices.
• Supports community engagement initiatives whereappropriate

KEY RESPONSIBILIES

• Act as the senior decision-maker duringassigned shifts in the absence of senior managers.
• Supervise front office and guest servicesstaff, ensuring performance aligns with luxury service standards.
• Carry out daily inspections of public areas,back-of-house spaces, and guest facilities.
• Handle guest complaints with empathy andefficiency, ensuring follow-up actions are completed.
• Support and liaise with Housekeeping, F&B,and Engineering teams to resolve operational issues.
• Ensure accurate and timely completion of dailyreports, shift handovers, and logbooks.
• Oversee cash handling procedures and ensurecompliance with financial policies.
• Maintain visibility in the lobby and otherguest-facing areas during busy periods.
• Ensure health & safety, fire, and securityprocedures are followed by all staff on duty.
• Train, coach, and mentor team members to upholdMontcalm Collection service standards.

Thisjob description sets out the main responsibilities related to the role atMontcalm Collection. It is not intended to be exhaustive, and duties may bevaried from time to time as required by management to meet the needs of thebusiness.

SKILLS &QUALIFICATIONS

• Previous experience in a supervisory or dutymanagement role within a luxury hotel environment.
• Strong knowledge of hotel operations and guestservice standards.
• Proficiency in hotel management systems (e.g.,Opera PMS, POS).
• Additional training in health & safety,fire safety, or first aid is an advantage.
• Fluency in English required; additionallanguages preferred.

WORKING CONDITIONS

• Flexible schedule including evenings, weekends,and public holidays.
• Active role requiring visibility acrossguest-facing and operational areas.
• Periods of standing, walking, and light manualhandling.