Duty Manager: Lead Guest Experience & Hotel Operations

The Zetter; Greater London; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Discounted Food & Drink

Friends & Family Hotel Rates – 50% off

Birthday paid day off

Job summary

The Zetter in London seeks a Duty Manager to oversee day-to-day hotel operations, ensuring exceptional guest experiences and smooth, safe, and efficient running of the property.

This hands-on leadership role requires strong problem-solving, sound judgement, and the ability to manage front-of-house and back-of-house operations, while supporting senior management and acting as primary on-shift decision-maker.

Qualifications

• Experience as a Duty Manager or similar leadership role in hospitality.
• Excellent problem-solving and decision-making abilities.
• Familiarity with hotel management systems and financial processes.

Responsibilities

• Take overall responsibility for hotel operations during assigned shifts, ensuring smooth and efficient delivery across all departments.
• Work closely with department heads to coordinate and optimise services, including front office, housekeeping, food & beverage, kitchen, maintenance, and security.
• Ensure a seamless guest journey, including check-in and check-out, responding to guest enquiries, concerns, and special requests.
• Monitor guest feedback and implement corrective actions to continuously improve guest satisfaction.
• Lead by example in delivering outstanding service and professionalism.
• Monitor inboxes and ensure guest communications are responded to accurately and in a timely manner.
• Provide operational support to departments as required, including but not limited to Housekeeping, F&B, Kitchen, and Maintenance.

Job description

The Zetter in London seeks a Duty Manager to oversee day-to-day hotel operations, ensuring exceptional guest experiences and smooth, safe, and efficient running of the property.

This hands-on leadership role requires strong problem-solving, sound judgement, and the ability to manage front-of-house and back-of-house operations, while supporting senior management and acting as primary on-shift decision-maker.