Duty Manager

Iconic Hotels & Resorts; Greater London; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Monthly tronc charge

Learning and Development opportunities

29 days of annual leave including bank

Regular team gatherings and events

Complimentary team meals

Exclusive staff rates with Iconic &Rel

Discounts on spa treatments and F&B

Team referral programme

Health cash plan

Employee Assistance Programme

Job summary

Iconic Hotels & Resorts in Chelsea seeks a Duty Manager to lead day-to-day hotel operations for 11 Cadogan Gardens and The Chelsea Townhouse, ensuring seamless guest experiences and operational excellence.

You will be a visible host, own the guest journey, support departments, and maintain high luxury standards across the properties. A hands-on leader with strong stakeholder engagement is essential.

Qualifications

• Experience in a Duty Manager or similar supervisory role within a luxury hotel environment.
• Strong leadership and decision-making skills, with the ability to remain calm under pressure.
• Excellent communication and interpersonal skills, able to engage with guests and staff at all levels.

Responsibilities

• Act as a welcoming and professional host, ensuring guests receive warm, attentive service.
• Maintain a strong presence across the hotel, proactively engaging with guests and anticipating needs.
• Lead and facilitate daily morning meetings to brief departments for the day ahead.
• Ensure VIP arrivals and guest requests are coordinated to the highest standard.
• Personally welcome and escort VIP guests, creating an exceptional first impression.
• Build relationships with residential guests and event hosts to exceed expectations.
• Communicate guest feedback and operational updates across departments.
• Support all operational areas during busy periods with a hands-on approach.
• Monitor service standards to ensure brand expectations and guest satisfaction.
• Resolve guest concerns promptly and escalate when needed.
• Conduct regular operational checks for standards, presentation, and safety.
• Support, coach and motivate colleagues to deliver exceptional service.
• Ensure compliance with company policies and Health & Safety requirements.

Skills

Guest relations

Leadership

Communication

Problem solving

Staff coaching

Job description

A little about us

Nestled in the heart of Chelsea, 11 Cadogan Gardens and The Chelsea Townhouse are two unique five-star boutique hotels with a rich history and unmistakable sense of place. From the Victorian townhouses and eclectic character of 11 Cadogan Gardens to the elegant residential charm of The Chelsea Townhouse, both properties combine heritage with modern luxury and exceptional hospitality.

Part of Iconic Hotels & Resorts and Relais & Châteaux, we are proud to offer a genuinely personal guest experience while being deeply connected to the local Chelsea community.

What we will offer you

• Monthly tronc charge
• Learning and Development opportunities through Apprenticeships
• 29 days of annual leave, including bank holidays
• Regular team gatherings and appreciation events
• Complimentary team meals
• Exclusive team rates and friends & family rates at our Iconic Hotels & Resorts
• Exclusive team rates with Relais & Châteaux properties worldwide
• Exclusive team rates with London & Regional properties worldwide
• Discounts on spa treatments and products
• Discounts on all food & beverage offerings, including the Cookery School at Chewton Glen
• Special gifts based on length of service
• Team referral programme
• Health cash plan
• Access to our Employee Assistance Programme
• …and so much more.

About the role

As a Duty Manager at 11 Cadogan Gardens, our Apartments and The Chelsea Townhouse, you will play a pivotal role in ensuring the seamless operation of the hotel while delivering exceptional guest experiences. Acting as a visible host and leader, you will take ownership of the guest journey, support operational excellence across all departments, and ensure our high standards of luxury hospitality are consistently maintained.

You will be responsible for overseeing the day-to-day operation of the hotel during your shift, supporting colleagues, engaging with guests, and acting as a key point of contact for resolving issues and ensuring guest satisfaction.

What will you be doing?

• Act as a welcoming and professional host, ensuring all guests and visitors receive a warm greeting and attentive service throughout their stay.
• Maintain a strong presence across the hotel, proactively engaging with guests and anticipating their needs.
• Lead and facilitate daily morning meetings, ensuring all departments are fully briefed and prepared for the day ahead.
• Ensure VIP arrivals, special occasions and guest requests are coordinated and delivered to the highest standard.
• Personally welcome and escort VIP and important guests, creating an exceptional first impression and personalised experience.
• Build strong relationships with residential guests, event hosts and visitors, ensuring their expectations are met and exceeded.
• Communicate guest feedback, special requirements and operational updates effectively across departments.
• Support all operational areas of the hotel during busy periods, demonstrating flexibility and a hands-on approach.
• Monitor service standards across all departments, ensuring brand expectations and guest satisfaction levels are consistently achieved.
• Resolve guest concerns and complaints promptly, professionally and effectively, escalating when necessary.
• Take responsibility for the smooth running of the hotel in the absence of senior management.
• Conduct regular operational checks across guest and back-of-house areas to ensure standards, presentation and safety requirements are maintained.
• Support, coach and motivate colleagues to deliver exceptional service and create memorable guest experiences.
• Ensure compliance with all company policies, procedures and Health & Safety requirements.

What are we looking for?

• Previous experience in a Duty Manager, Assistant Front Office Manager or similar supervisory role within a luxury hotel environment.
• A genuine passion for hospitality and delivering exceptional guest experiences.
• Strong leadership and decision-making skills, with the ability to remain calm under pressure.
• Excellent communication and interpersonal skills, with the confidence to engage with guests, colleagues and stakeholders at all levels.
• A hands-on and proactive approach to problem-solving and operational management.
• Exceptional organisational skills and the ability to manage multiple priorities simultaneously.
• Experience handling guest feedback and resolving complaints professionally and effectively.
• Strong attention to detail and commitment to maintaining high standards.
• Flexibility to work shifts, including evenings, weekends and public holidays as required.
• Knowledge of luxury hospitality standards and experience within a five-star environment would be advantageous.

If you are a passionate hospitality professional who enjoys leading from the front, creating memorable guest experiences and ensuring operational excellence, we'd love to hear from you.