Duty Manager

Aethos; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Aethos is seeking a Duty Manager to ensure smooth daily operations and provide exceptional customer service. In this key role, you'll oversee Front of House activities, ensuring guest satisfaction and boosting revenue through innovative strategies. Your leadership will foster a guest-first mindset and ensure compliance and financial control. This is an opportunity to join a dynamic team in a growing hospitality brand that values connection, creativity, and community.

Benefits

Complimentary meals

Travel perks

Global hotel benefits

Exciting wellness opportunities

Volunteering opportunities

Qualifications

• 1+ year as supervisor/Duty Manager or similar in a 5-star and/or lifestyle property.
• Clear written/spoken English (extra languages a plus).
• Detail-driven; flexible for evenings/weekends/bank holidays.

Responsibilities

• Lead the Front of House day-to-day operations.
• Own the guest journey and ensure no one leaves unhappy.
• Manage staffing, compliance, and guest interactions effectively.

Skills

Guest-first mindset

Operational know-how

Team leadership

Communication skills

Revenue focus

Education

Front of House leadership experience

Tools

MEWS PMS

Unifocus

Revinate

Job description

Job Overview

The Duty Manager is the go-to person for keeping our daily frontline operations running like clockwork.

You’ll make sure standards are met, revenue is boosted through smart strategies, and any guest curveballs are handled on the spot — leaving smiles all around. Always in the know about what’s happening across Front of House, you’ll look for fresh ways to innovate and raise the bar.

Most importantly, you’ll make sure every guest feels genuinely cared for, spotting and fixing potential issues before they even have a chance to appear.

Your tasks as a Duty Manager will include but will not be limited to :

●Lead the Front of House day-to-day: standards tight, service smooth, and a visible presence on the floor.

●Own the guest journey: greet warmly, anticipate needs, and ensure no one leaves unhappy—personally drive recovery and follow-up.

●Grow revenue the right way: upsell/cross-sell, optimise reservations and walk-ins, and promote concierge activities without denting satisfaction.

●Keep the numbers tight: process payments to PCI and brand standards, reconcile cash/non-cash ledgers, and flag/mitigate credit risk.

●Take ownership of enquiries: oversee the team monitoring calls/emails within 24 hours and see every request through to completion.

●Run the rooms like a pro: align allocations with preferences and forecasts; manage no-shows, pre-regs, cancellations, and late bookings with Reservations and billing up to date.

●Be the team engine: ensure smart staffing, lead crisp pre-shift briefings, coach upselling, and give timely, documented feedback.

●Lock down compliance: control master keys, keep Front of House tidy and eco-minded, and stay alert on safety/security.

●Elevate VIPs: capture and communicate preferences, ensure amenities pre-arrival are placed, and coordinate with Housekeeping for flawless requests.

●Close the loop: investigate post-departure complaints (including billing) and keep guests informed until resolution.

What we're looking for...

●Warm, approachable, and confident personality that makes guests feel instantly at ease.

●Front of House leadership experience (1+ year as supervisor/Duty Manager or similar) in a 5-star and/or lifestyle property.

●Guest-first mindset: handle complaints and billing issues end-to-end with fast, fair resolutions.

●Revenue focus: upsell/cross-sell confidently, optimise reservations and walk-ins, basic yield awareness

●Systems savvy: MEWS PMS, Unifocus, Revinate; quick to learn new tools.

●Financial control: accurate cash handling, reconciliations, payment gateways; PCI-DSS aware; night-audit basics.

●Operational know-how: room inventory/allocations, overbooking, no-shows/pre-regs; tight coordination with Housekeeping and Reservations.

●Team leadership: run sharp briefings, coach upselling and SOPs, give timely, documented feedback.

●Communication & local knowledge: clear written/spoken English (extra languages a plus) and strong Shoreditch/London know-how for recommendations and transport.

●Personal effectiveness: organised, calm under pressure, detail-driven; flexible for evenings/weekends/bank holiday

£0 - £0 a year

Who We Are:

Extraordinary places, passionate people, and shared learning experiences: this is Aethos. We believe that traveling and hospitality should leave a lasting positive impact on the mind, body, and soul. That's the reason why we choose our locations very carefully and work together with people who want to be part of a community instead of just ”having a job”. Everyone who works at Aethos can make a personal impact on the community and company - great ideas can come from anywhere. We are a young and dynamic hospitality company that understands the value of time with friends and loved ones. We make a conscious choice towards sustainability and wellbeing, and the luxury of time and space. We stand for freedom from the stresses and anxieties of modern life. We want to be the first choice for anyone who seeks respite and refuge from the boring, the stressful, and the unsustainable. That‘s why we define hospitality differently: while all of our decisions should be made with the community and needs of our guests in mind, we always thrive to create a community that we want to be part of and that improves the world around us. We invite you to be part of our story.

Our Hotels and Clubs:

Aethos currently operates seven properties and with more openings coming in 2025. The hotels in its portfolio currently includes Aethos Milan, Aethos Monterosa (located in the Italian Alps), Aethos Saragano (in Umbria), Aethos Sardinia, Aethos Corsica, Aethos Ericeira (north of Lisbon) and Aethos Mallorca.

Aethos London Shoreditch marks our bold entry into one of the world’s most dynamic cities. Located in the heart of East London’s creative and cultural epicentre, the hotel reflects the area’s vibrant energy while staying true to Aethos’ signature blend of style, soul, and substance. With its eclectic design, curated social spaces, and a strong community spirit, Aethos London Shoreditch is more than a hotel - it’s a local landmark for creative minds.

As part of the Aethos family, you’ll be contributing to a new standard in hospitality, one that values connection, creativity, and a deep sense of place. Our collection spans some of Europe’s most compelling destinations, from the sun-soaked shores of Sardinia and Corsica to the alpine calm of Monterosa and the rustic charm of Saragano. With recent openings in Mallorca and Ericeira, and Libson and Madrid on the horizon, Aethos continues to grow its unique community of properties and people.

At Aethos, we’re passionate about thoughtful hospitality and meaningful experiences—for our guests and our team alike. Aethos London Shoreditch is not just a place to work, but a place to grow, thrive, and make an impact in one of London’s most exciting neighbourhoods.

What You’ll Love About Working at Aethos

●A forward-thinking, inclusive culture rooted in creativity, purpose, and design.

●Competitive salary with incentives.

●Complimentary meals, travel perks, and global hotel benefits.

●Opportunity to be part of shaping a growing, disruptive luxury brand.

●Exciting wellness and volunteering opportunities