Duty Manager

Iconic Hotels & Resorts; Greater London; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Health cashback

50% off food and drinks

Discounted room rates

Volunteer day

Wage access via Wagestream

Free meals on shift

Job summary

Strand Palace in central London is seeking a Duty Manager to lead front-of-house operations and uphold exceptional guest experience. You will be the driving force behind service delivery, coordinating teams across reception, food & beverage, and housekeeping during shifts.

The role demands strong leadership, superb organizational skills, and a hands-on approach to resolve guest queries and incidents, while maintaining brand standards and ensuring safety and smooth operations.

Qualifications

• Proven leadership experience in within hospitality
• Strong organisational skills, with experience managing large and diverse teams
• Approachable, hands-on, and passionate about guest experience and team development
• Drive to go above and beyond, in exceeding guest expectations and finding ways to continually improve service.

Responsibilities

• Respond to guest queries, complaints, and emergencies with professionalism and urgency, acting as the first point of contact and escalating to senior management when needed.
• Maintain visible oversight of public areas, conducting regular patrols and reporting any health, safety, fire, or security concerns to the relevant departments.
• Support daily operational needs, covering roles during busy periods (including night shifts), ensuring smooth shift organisation, tidy workspaces, and functional equipment.
• Conduct regular quality checks, including compliance with finance procedures and room allocations, addressing issues proactively to drive continuous improvement.
• Monitor team performance and presentation, reporting issues related to appearance, punctuality, attendance, or break adherence to relevant managers.

Skills

Leadership in hospitality

Organizational skills

People management

Guest experience

Job description

Develop your career at Strand Palace – Great Place to Work

Join our team at Strand Palace, located in the heart of central London. We are looking for a Duty Manager to lead our front-of-house operations, ensuring seamless service and an exceptional guest experience. Be the driving force behind our mission of ‘Serving London Love’.

About Strand Palace

Part of Iconic Hotels & Resorts, Strand Palace is one of London’s largest independent hotels. We have been welcoming guests from all corners of the UK and worldwide since 1909. Right in the heart of London, all 788 guest rooms, lobby, restaurant, and bar are refurbished to a modern and contemporary style inspired by the hotel's popular art deco era in the 1920's.

About Iconic Hotels & Resorts

Iconic Hotels & Resorts is a leading international owner-operator and curated collection of world-class destinations. From England's great historic estates to landmark urban hotels and international resorts, our portfolio celebrates architectural heritage and cultural significance. Backed by L+R's discretionary capital, we deliver exceptional service, memorable guest experiences, and owner-aligned performance.

Benefits

Working at Strand Palace has its perks.

As part of our team, you’ll have access to a range of benefits, including:

• Clear career pathways with paid training, development courses, and apprenticeship opportunities to help you grow and succeed
• Health cashback plan for dental, vision, physiotherapy, and many other expenses
• 50% off food and drinks in our hotel bar and restaurant – for you and your friends, and family
• Exclusive discounted room rates at Strand Palace for you and your loved ones
• Special discounts at hotels around the world, including Iconic Hotels& Resorts
• Instant access to your wagesthrough Wagestream – no more waiting for payday!
• Free meals on every shift – breakfast, lunch, and dinner included
• Earn up to £300 with our ‘Introduce a Friend’ bonus scheme when you refer someone great
• Free laundry and dry cleaning – saving you time and money
• Enjoy a paid half-day off on your birthday– because you deserve to celebrate!
• Regular team socials and parties, including fun nights out at London activity bars – with free food, drinks, and great company
• A paid volunteering day each year to support a cause close to your heart
• 24/7 access to confidential support services, including counselling, legal advice, and financial guidance.
• Northbank Privilege Card– giving you discounts at local shops, restaurants, and attractions.

Key Responsibilities

• Respond to guest queries, complaints, and emergencies with professionalism and urgency, acting as the first point of contact and escalating to senior management when needed.
• Maintain visible oversight of public areas, conducting regular patrols and reporting any health, safety, fire, or security concerns to the relevant departments.
• Support daily operational needs, covering roles during busy periods (including night shifts), ensuring smooth shift organisation, tidy workspaces, and functional equipment.
• Conduct regular quality checks, including compliance with finance procedures and room allocations, addressing issues proactively to drive continuous improvement.
• Monitor team performance and presentation, reporting issues related to appearance, punctuality, attendance, or break adherence to relevant managers.

What We’re Looking For

• Proven leadership experience in within hospitality
• Strong organisational skills, with experience managing large and diverse teams
• Approachable, hands-on, and passionate about guest experience and team development
• Drive to go above and beyond, in exceeding guest expectations and finding ways to continually improve service.

Join a Great Place to Work - Welcome to Strand Palace

Strand Palace has proudly earned theGreat Place to Workcertification, and for good reason. We’re more than just a hotel - we’re a team that values connection, quality, and a little fun along the way.

We describe ourselves asconfident, creative, and personable- if that sounds like you, we think you’ll fit right in.At Strand Palace, you'll join a friendly community. From themed staff lunches and charity walks to Executive Team breakfast service and monthly Town Hall events, we host a wide range of well-being activities that help our teams connect, recharge, and celebrate achievements across the hotel.

We’re also proud to be leaders in sustainability and social impact. Strand Palace has been awarded theGreen Keyfor two consecutive years and is part of theFuturePlusprogramme - a commitment to creating a positive impact across environmental sustainability, social responsibility, diversity and inclusion, and climate action.

Come be part of something meaningful.

Join us at Strand Palace - where your personality and purpose can shine.