Duty Manager

Crimson Hotels Group; Hounslow; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Hotel discounts

Extra Day Off for Birthday

Employee Assistance Programme

Free refreshments and meals

Learning and development opportunities

Health Benefit schemes

Recognition and reward schemes

Pension Scheme & Life Assurance

Discounts in F&B Outlets

Job summary

Crimson Hotels Group is looking for a Duty Manager at The Trafalgar St. James London. You will oversee the daily front office operations, ensuring guests receive exceptional service. The role demands strong leadership skills and a commitment to quality, with responsibilities including managing room allocations and handling guest inquiries.

Join a vibrant team committed to delivering luxury experiences and enjoy great perks like hotel discounts and an Employee Assistance Programme.

Qualifications

• Strong leadership skills and commitment to exceptional luxury guest experiences.
• Proven track record in front-of-house operations and service delivery.
• Exceptional emotional intelligence and conflict-resolution skills.

Responsibilities

• Oversee daily front office operation to ensure exceptional guest experiences.
• Handle guest enquiries, complaints, and VIP requests professionally.
• Lead and support the front office team during daily operations.

Skills

Luxury Lifestyle Ambition

Master of Service Recovery

Operational Command

Systems & Standards Savvy

Calm Under Pressure

Flexible Leadership

Job description

The Trafalgar St. James

Crimson Hotels is an independent hotel group dedicated to making every travel experience seamless, relaxing, and memorable. Operating under two major brands, Hilton and IHG, offering trusted, world-class service, all our hotels are proudly Green Key Accredited, reflecting our commitment to sustainability.

Step into the spotlight at The Trafalgar St. James London, a five-star lifestyle hotel offering an iconic London experience. Perfectly positioned on the edge of St. James and Trafalgar Square, just moments from Soho, Mayfair, and the West End, our property is a vibrant hub celebrated for bold design, dynamic atmosphere, and unparalleled service.

We are incredibly proud to announce that our team achieved the highest guest score across all London properties in 2026, adding to a growing list of prestigious industry recognitions and awards. From our 137 stunning bedrooms and suites to our celebrated venues—including the iconic Rooftop and Rockwell—we deliver unforgettable moments for Londoners and international guests alike.

Our Values

We care deeply about our people and communities, empower each other to grow and succeed, embrace inclusivity creating a welcoming environment for all, innovate to continuously improve, and remain sustainable to protect our future.

Why Join Crimson Hotels?

We believe great people deserve great perks:

• Exclusive hotel discounts within the Crimson Hotel Group and the worldwide Hilton brand
• Extra Day Off for Your Birthday – Because your day matters
• Employee Assistance Programme and wellbeing
• Free refreshments and freshly cooked meals while on duty
• Learning and development opportunities for career progression
• Health Benefit schemes
• Recognition and reward schemes
• Pension Scheme & Life Assurance
• Discounts in our F&B Outlets

What Your Day Will Look Like?

As a Duty Manager, you will oversee the daily front office operation, ensuring exceptional guest experiences and smooth hotel operations while leading the team to deliver luxury service standards.

• Assist with shift management, room allocations, and operational decision-making to ensure a smooth guest journey.
• Handle guest enquiries, complaints, and VIP requests professionally, ensuring effective service recovery and guest satisfaction.
• Work closely with all hotel departments to maintain excellent communication and operational efficiency.
• Lead and support the front office team during daily operations, ensuring seamless service delivery across all shifts.

What We Are Looking For?

We are looking for a confident and passionate hospitality professional with strong leadership skills and a commitment to delivering exceptional luxury guest experiences.

• Luxury Lifestyle Ambition:A passion for five-star service delivery with the natural flair, presence, and polish required for a high-profile West End property.
• Master of Service Recovery:Exceptional emotional intelligence and conflict-resolution skills to confidently handle guest escalations on the floor.
• Operational Command:A proven track record in front-of-house operations, with the agility to manage cross-departmental communication (FO, Housekeeping, F&B and Maintenance).
• Systems & Standards Savvy:Strong technical proficiency coupled with a sharp eye for maintaining premium brand standards (LQA preferred).
• Calm Under Pressure:Sound judgment and decisive problem-solving skills to manage live operational challenges and emergency procedures.
• Flexible Leadership:Ability to motivate teams and work a dynamic shift pattern (such as a 4-on, 4-off rota) to ensure seamless 24/7 coverage.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

We embrace inclusivity, which means creating an environment where we celebrate our differences and everybody’s contributions, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief.