Duty Manager

VILLAGE HOTEL ALBERT COURT; Greater London; On-site; GBP 28,000 - 35,000; Full time

Job summary

A prominent hotel in Greater London is seeking an experienced Front Office Supervisor to ensure efficient functioning and exceptional guest services. The ideal candidate has a minimum of 2–3 years' supervisory experience in the hotel industry and holds a Diploma in Hospitality. Strong leadership and communication skills are essential. This role involves managing staff performance, resolving guest complaints, and optimizing room revenue. The position includes rotating shifts, providing an exciting work environment with comprehensive benefits.

Benefits

Medical benefits

Flexi work options

Birthday Leave & Vouchers

Annual Health Screening

Insurance Coverage

Qualifications

• Minimum 2–3 years of Front Office or supervisory experience in the hotel industry.
• Hospitality certifications like CERT or service excellence are an advantage.
• Willing to work rotating shifts, weekends, and public holidays.

Responsibilities

• Ensure the efficient functioning of the Hotel and supervise the Front Office.
• Provide courteous service to guests and handle complaints tactfully.
• Monitor room inventory to maximize utilization and revenue.

Skills

Leadership

Communication

Problem-solving

Service-oriented

Education

Diploma in Hospitality or related field

Tools

Opera PMS

Job description

Responsibilities

• Responsible for ensuring the proper, efficient, and profitable functioning of the Hotel.
• Supervise sections in the Front Office, including reception, cashier, telephone, reservation, and baggage services. Monitor staff members’ conduct and job performance and project a positive corporate image to guests.
• Provide prompt, courteous, and efficient service to guests and handle guest complaints with tact and diplomacy. Assist in guest check-ins and check-outs.
• Assist in inspecting rooms assigned to VIPs before their arrival, escort VIPs to their rooms and ensure complimentary amenities are provided. Inform relevant departments about VIPs’ arrival.
• Check the Logbook for messages and follow up actions at the beginning of each shift. Issue keys to authorized personnel only and initiate correspondence regarding enquiries, reservations, and complaints. Monitor housekeeping discrepancy reports and take corrective actions when necessary.
• Handle security-related matters, such as directing guests reporting incidents or theft and addressing guest conduct issues with the Security Department.
• Maintain the cash float amount according to expected occupancy. Authorize rate and room changes, paid outs, cash advances, and acceptance of cheques following procedures and credit policies.
• Take charge of training all reception staff members, include planning, organizing and conducting on-the-job training.
• Conduct spot checks on outlets in the absence of the Outlet Manager.
• Monitor room inventory closely to maximize room utilization and generate higher revenue. Collaborate with Sales to optimize revenue and occupancy from group allotments.
• Take on the responsibility of evacuating staff members and guests during a fire in the absence of the Safety & Fire Manager. Attend CERT training as required by law and regulations.
• Perform any other duties assigned by supervisors, carrying them out diligently and professionally.

Requirements

• Minimum Diploma in Hospitality, Tourism, or related field.
• At least 2–3 years of Front Office or supervisory experience in the hotel industry.
• Proficient in Opera PMS or other hotel management systems.
• Hospitality certifications (e.g., CERT, service excellence, leadership, or operations) are an advantage.
• Strong leadership, communication, and problem‑solving skills.
• Service‑oriented with the ability to handle guest feedback and operational issues effectively.
• Well‑groomed and professional in appearance and demeanor.
• Willing to work rotating shifts, weekends, and public holidays.

Benefits

Employees will get to enjoy benefits such as Medical, Flexi, Birthday Leave & Vouchers, Annual Health Screening, and Insurance Coverage.