Duty Manager

Morgans Originals; London; On-site; GBP 35,000 - 41,000; Full time

Job summary

Join a vibrant team at a leading hotel as a Duty Manager, where you’ll oversee daily operations and ensure exceptional service for guests. This role requires strong leadership and problem-solving skills, with a commitment to maintaining the highest standards of hospitality. Enjoy a competitive salary and a range of benefits designed to enhance your work experience and wellbeing.

Benefits

Meals on duty

Free Dry Cleaning/Uniform washing

Ride to work scheme

Employee Assistance Programme

Quarterly & Annual Employee awards

Qualifications

• Proven experience in a Front Office or Duty Manager role in a 4- or 5-star hotel.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent interpersonal and communication skills.

Responsibilities

• Ensure seamless coordination between Front Office and other departments.
• Monitor daily operations and proactively resolve issues.
• Act as the main point of contact for guest issues and complaints.

Skills

Leadership

Problem-solving

Interpersonal Communication

Attention to Detail

Multitasking

Education

Experience in a 4- or 5-star hotel environment

Tools

Microsoft Office Suite

PMS/reservation systems (e.g. Opera, Protel)

Job description

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We have a fabulous opportunity to joinSandersonin our Front Office team asa Duty Manager.

The Duty Manager (DM) plays a key role in ensuring the smooth and efficient running of the hotel’s daily operations. As the on-shift representative of senior management, the DM is responsible for supporting all departments, managing guest concerns with discretion and ownership, and maintaining service excellence across the property.

You will:

• Ensure seamless coordination between Front Officeand other departments.
• Monitor daily operations, proactively resolve issues, and follow up with relevant Heads ofDepartments to maintain service excellence.
• Perform Front Desk duties when needed and provide visible leadership in guest-facing areas during high-demand periods.
• Act as the main point of contact for guest issues and complaints; resolve them promptly, professionally, and discreetly to maintain guest satisfaction.
• Ensure accurate documentation and follow-up on guest concerns, glitches, and feedback in coordination with senior management.
• Serve as the hotel’s first responder to emergencies (e.g. fire alarms, medical situations, and technical faults), coordinating appropriate actions with relevant departments.
• Ensure thorough incident reporting and escalation to the Security Manager and senior leadership when required.
• Support all front-line staff during the shift, especially in the absence of a manager or supervisor.

Job Description

We have a fabulous opportunity to joinSandersonin our Front Office team asa Duty Manager.

The Duty Manager (DM) plays a key role in ensuring the smooth and efficient running of the hotel’s daily operations. As the on-shift representative of senior management, the DM is responsible for supporting all departments, managing guest concerns with discretion and ownership, and maintaining service excellence across the property.

You will:

• Ensure seamless coordination between Front Officeand other departments.
• Monitor daily operations, proactively resolve issues, and follow up with relevant Heads ofDepartments to maintain service excellence.
• Perform Front Desk duties when needed and provide visible leadership in guest-facing areas during high-demand periods.
• Act as the main point of contact for guest issues and complaints; resolve them promptly, professionally, and discreetly to maintain guest satisfaction.
• Ensure accurate documentation and follow-up on guest concerns, glitches, and feedback in coordination with senior management.
• Serve as the hotel’s first responder to emergencies (e.g. fire alarms, medical situations, and technical faults), coordinating appropriate actions with relevant departments.
• Ensure thorough incident reporting and escalation to the Security Manager and senior leadership when required.
• Support all front-line staff during the shift, especially in the absence of a manager or supervisor.

Qualifications

A bit about you:

• Be Original - We want our team to be themselves and we celebrate and welcome diversity in all forms, and we give you the opportunities to discover your best self.
• Be a team player - We always have each other’s backs and work together to offer the best possible guest experience. Whatever challenge we face - we’re in it together.
• Loves to have fun at work - Working hard is a given but remembering to make it fun is key. Make it fun for you, your team, and our guests. We make memories – for our guests and each other.
• Makes Positive impacts - We do more to make a positive impact – from small things to brighten someone’s day to giving back and supporting causes close to our hearts.
• Be Humble & Kind - We’re grounded and approach things with an open mind and show kindness – both with guests and each other. The best idea wins, no matter where it comes from.
• Loves to think big & believe - We’re dreamers and entrepreneurial – big, bold thinkers constantly imagining what is possible. We push the boundaries, challenge the norm and create change, even if that means being wrong some of the time. The biggest risk is not taking any risks.

To be successful in this role we ask that you have:

• Proven experience in a Front Office or Duty Manager role in a 4- or 5-star hotel environment.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent interpersonal and communication skills, with the ability to engage diplomatically with guests, colleagues, and senior stakeholders.
• Proficient in Microsoft Office Suite and PMS/reservation systems (e.g. Opera, Protel).
• Ability to manage multiple priorities in a fast-paced environment while maintaining composure and professionalism.
• High attention to detail and a proactive, guest-first attitude.
• Sound knowledge of hotel departments, processes, and service standards.
• Must be flexible with schedule, including availability to work evenings, weekends, overnights, and public holidays as required.
• Professional appearance and demeanor at all times.
• Commitment to confidentiality, integrity, and discretion.

Additional Information

In addition to competitive salary of £35,000, we offer a range of benefits that include:

• Meals on duty and uniform meaning you’re fully dressed and fully fed at work.
• Free Dry Cleaning/Uniform washing, to ensure you’re ready with clean uniform for the next shift!
• Season ticket loan to help with the annual cost of travel
• Ride to work scheme, a loan of up to £5000 to help with the cost of a bike and equipment if you want to ride to work
• £250 referral bonus if you refer a family member/friend and they pass probation and stay six months
• A paid day off on your birthday, celebrate your special day on us!
• Free health cash back plan via HSF.
• Guest Experience (A free night at Sanderson, Complementary Cocktail and Dinner and Breakfast the next morning) after passing probation so that you can experience what our guests do.
• Length of Service incentives (extra holidays) because who doesn’t love extra holidays!
• Excellent discounts across the Ennismore family for you, ranging from discounted stays as well as a food & beverage discount at most of the Ennismore properties.
• Discount across major retailers and brand via PerkBox.
• Regular Staff get-togethers (Summer party, Children’s Xmas Party, Department nights out) - we love to enjoy ourselves!
• Employee Assistance Programme - We've got your back, we work with a confidential service provider whom can offer support about anything whether it be medical, mental, legal or financial.
• Mental Health Champions – It’s ok to not be okay. We have a team of mental health champions who are here to help, whether it be having an initial conversation through to supporting you to get appropriate help.
• Quarterly & Annual Employee awards - Core shaker events are legendary, from different themes to costumes to the food, we celebrate each quarter as hard as we can.
• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Healthcare cash plan provider to help towards everyday healthcare and get access to lots of ways to support your physical & mental wellbeing.
• Eye care vouchers – We are partnered with Specsavers, which means we can offer our screen using members of staff a voucher for a free eye test as well as a discount on a range of glasses.

Morgans Originals is rooted in iconic cultural legacy, with a collection of independent hotels all sharing the same free spirit. Each hotel, one of a kind, is brought together by a shared culture and community. No matter how big or small, a Morgans Original is always entertaining, celebrates a love for the glossy hey days, and the magic of a Friday night where time disappears.