Front Office Duty Manager

Aimbridge; City Of London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Training & leadership

Staff discounts

Stream pay advances

EAP

Incentives

Staff meals

Staff parking

Competitive salary

Job summary

Aimbridge is seeking a Duty Manager to oversee the Front Office during shifts, ensuring guests receive a warm welcome and exceptional service throughout their stay.

You will lead the front desk team, handle escalations, and ensure service standards are consistently delivered in a fast-paced hotel environment.

Qualifications

• Proven leadership experience in Front Office.
• Strong customer service and guest handling.
• Knowledge of hotel policies and front desk operations.
• Familiarity with PMS systems such as Opera is a plus.

Responsibilities

• Oversee day-to-day Front Office operations during shifts.
• Handle guest queries and escalations with service recovery.
• Coordinate with Housekeeping, Maintenance, F&B and Nights to ensure readiness.
• Train and coach team members, uphold brand standards.
• Drive upselling opportunities and maintain guest satisfaction.

Skills

Leadership

Customer service

KPI tracking

Organisation

Problem solving

Hotel procedures

PMS systems

Tools

PMS Opera

Job description

This opportunity is for a Duty Managerwho is passionate about guest service, confident leading teams, and ready to take responsibility for the smooth running of the Front Office operation during their shift.

You will be at the heart of the guest journey, leading from the front, supporting the team through busy arrivals and departures, handling escalations professionally, and ensuring service standards are delivered consistently. This is a hands‑on role for someone who can balance people leadership, guest satisfaction and operational control in a fast‑paced hotel environment.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme
• Uncapped incentives to reward you for your contributions
• Staff meals on duty
• Competitive salary
• Free staff parking

A day in the life of…

As Duty Manager, you will be responsible for the smooth day‑to‑day running of the Front Office operation during your shift, ensuring that every guest receives a warm welcome and an excellent experience throughout their stay. You will lead by example at the front desk, support the team during busy periods, and make sure service standards are consistently delivered.

Key responsibilities include overseeing check‑in and check‑out, managing guest queries and complaints, supporting room allocations, handling reservations, and ensuring billing procedures are followed accurately. You will also take ownership of escalated guest concerns, providing effective service recovery and making decisions confidently to achieve the best possible outcome for both the guest and the business.

Working closely with Housekeeping, Maintenance, Food & Beverage and Nights, you will help ensure bedrooms are ready, public areas are presented to standard, and operational issues are resolved promptly and professionally. You will also support the Head of Department in training and coaching team members, maintaining brand standards, driving upselling opportunities, and creating a positive and motivated team culture.

Most importantly, as Duty Manager, you will play a vital role in ensuring our guests enjoy a first‑class, comfortable and memorable stay.

What do we need from you?

• Leadership skills: As Duty Manager, you will need strong leadership skills to effectively manage, motivate and support the Front Office team. You will be confident leading the team on shift, setting clear expectations, driving performance, and creating a positive, accountable and guest‑focused working environment.
• First class customer service skills:You should have excellent customer service skills and be confident handling guest complaints, resolving issues and delivering great service recovery.
• KPI awareness:You will be comfortable tracking and supporting key Front Office performance indicators, such as guest satisfaction, upselling, enrolments and service standards, using them to help drive continuous improvement.
• Organisational skills:You will be highly organised, with strong attention to detail and the ability to manage competing priorities in a busy hotel environment.
• Problem‑solving ability:You will be confident making decisions, remaining calm under pressure and supporting the team through fast‑paced and sometimes challenging shifts.
• Knowledge of hotel policies and procedures:You should have a good understanding of hotel operations, including room rates, check‑in and check‑out procedures, guest accounts, and available services and facilities.
• Systems experience:Ideally, you will be familiar with common hotel computer systems and software, with previous experience using a PMS such as Opera or similar being an advantage.
• Flexibility:This role requires flexibility to work early shifts, late shifts, weekends and bank holidays, in line with the needs of the business.

**Please note that we are only accepting applicants who are age 18 or above for this role. You will be requested to provide a Basic Disclosure Check during onboarding**

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone ‘A Place to Grow’