Duty Manager - Front Office Lead & Guest Experience

Millennium Hotels; Greater London; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Social events

Training and development

Pension salary sacrifice

Discount on accommodation worldwide

Life assurance

Job summary

Millennium Hotels is seeking a dynamic Duty Manager for The Chelsea Harbour Hotel in London. You will oversee the front office and on‑duty operations, ensuring smooth shifts and full responsibility during on‑duty periods.

You will lead, train, and coach the front office team, maintaining high service standards and policy compliance while driving guest satisfaction and loyalty across reservations, billing, and guest interactions.

Qualifications

• Ability to multitask across front office operations.
• Proactively manage hotel on duty and ensure seamless handovers.
• Knowledge of Opera, H&S and large hotel operations.

Responsibilities

• Oversee front office and duty management operations, ensuring smooth shift handovers and full responsibility for the hotel when on duty.
• Lead, train, coach, and supervise the front office team, ensuring high standards of service and compliance with policies.
• Manage guest experience end‑to‑end, handling enquiries, complaints, VIPs, groups, and special occasions to drive satisfaction and loyalty.
• Ensure operational accuracy across reservations, billing, audits, reports, safety, security, and legal requirements.
• Maximise occupancy, revenue, and profitability through effective communication, up‑selling, promotions, and collaboration with all departments.

Skills

Multitasking

Proactive management

Opera

Health & Safety

Large hotel operations

Communication

Guest service

Leadership

Strong communicator

Personable

Flexible

Calm under pressure

Approachable

Focused

Tools

Opera PMS

Job description

Millennium Hotels is seeking a dynamic Duty Manager for The Chelsea Harbour Hotel in London. You will oversee the front office and on‑duty operations, ensuring smooth shifts and full responsibility during on‑duty periods.

You will lead, train, and coach the front office team, maintaining high service standards and policy compliance while driving guest satisfaction and loyalty across reservations, billing, and guest interactions.