Duty Manager

Criterion Hospitality Ltd; Greater London; Sur place; GBP 32 000 - 42 000; Plein temps

Résumé du poste

Criterion Hospitality is seeking a Duty Manager to support the Front Office Manager in the day-to-day hotel operations and deliver exceptional guest experiences in a fast-paced environment.

You will lead the Front Office team, manage guest inquiries and complaints, and ensure the highest service standards across all shifts, while upholding brand and safety procedures and collaborating with other departments.

Qualifications

• Experience as Duty Manager or supervisory role in a hotel environment.
• Strong Front Office knowledge and guest service focus.
• Hands-on leader who motivates and inspires the team.

Responsabilités

• Support the Front Office Manager in the day-to-day operation of the Front Office and public areas.
• Take responsibility for the hotel during assigned shifts, acting as the senior operational presence on duty.
• Lead proactive lobby and guest journey management to ensure a visible management presence.
• Handle guest queries, feedback and complaints professionally and resolve issues in real time.
• Lead, motivate, and support Front Office team members with a hands-on, lead-by-example approach.
• Ensure consistent delivery of exceptional customer service standards.
• Support training, coaching and development of the Front Office team.
• Ensure compliance with brand standards, health & safety, and operational procedures.
• Liaise with other departments to ensure a seamless guest experience.
• Step in operationally where required to support the team during busy periods

Connaissances

Front Office operations

Guest service

Leadership

Communication skills

Description du poste

An exciting opportunity has arisen for a passionate and driven Duty Manager to join the team at Criterion Hospitality.

As Duty Manager, you will play a key role in the day-to-day operation of the hotel, supporting the Front Office Manager and wider management team to ensure smooth operations, excellent guest experience, and high service standards across all shifts.

The Role

As Duty Manager, you will:

• Support the Front Office Manager in the effective day-to-day operation of the Front Office and public areas
• Take responsibility for the hotel during assigned shifts, acting as the senior operational presence on duty
• Lead proactive lobby and guest journey management, ensuring a visible, approachable management presence
• Handle guest queries, feedback, and complaints professionally, resolving issues in real time
• Lead, motivate, and support front office team members through a hands-on, lead-by-example approach
• Ensure consistent delivery of exceptional customer service standards
• Support training, coaching, and development of the Front Office team
• Ensure compliance with brand standards, health & safety, and operational procedures
• Liaise with other departments to ensure a seamless guest experience
• Step in operationally where required to support the team during busy periods

What We’re Looking For

• Previous experience as a Duty Manager, Guest Service Manager, or similar supervisory role within a hotel environment
• Strong working knowledge of Front Office operations
• A hands-on leader who leads by example and inspires their team
• Confident, professional, and personable, with strong presence and communication skills
• Passionate about service delivery and guest experience
• Comfortable working in a fast-paced, high-volume environment
• Flexible to work shifts, including evenings and weekends