Front Office Duty Manager

21c Museum Hotels; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A luxurious hotel in London seeks a Front Office Duty Manager to oversee operations and enhance guest experiences. You'll maintain high standards, manage shifts, and handle guest complaints. Ideal candidates will have prior leadership experience in a luxury setting, excellent communication skills, and a proven ability to foster teamwork. Benefits include competitive salary, employee card discount, and global growth opportunities.

Benefits

Competitive Salary

Discounted rates at Accor properties worldwide

Free Stays in the UK or Ireland (4 nights/year)

Luxurious night at our hotel with breakfast

Complimentary Meals While on Duty

Special Rates in F&B, Rooms & Spa

Exceptional Training and Development Opportunities

Global Growth Opportunities

Employee Assistance Program

Social Events and Activities

Qualifications

• Previous experience in a Front Office leadership or supervisory role, ideally within a luxury or upscale hotel environment.
• Strong guest focus with a passion for delivering exceptional service.
• Excellent communication and interpersonal skills.
• Proven ability to lead, motivate, and support a diverse team.
• Calm, professional approach with strong problem‑solving skills.
• Flexible to work a rotating shift pattern, including evenings, weekends, and public holidays.
• Experience with Opera PMS is desirable.

Responsibilities

• Maintain and exceed the standards indicated by Sofitel Benchmark, Forbes, and LQA.
• Assist with queries while maintaining confidentiality, particularly regarding guest information.
• Take responsibility for the running of the shift and ensure all tasks are completed.
• Handle guest complaints in the absence of management, following compensation guidelines.

Job description

Company Description

At Sofitel London St James, we redefine luxury by treating a stay as more than just a temporary pause—it's an opportunity for guests to fall in love with a unique blend of refined luxury and playful indulgence. Our commitment to excellence transcends the ordinary, and we invite you to join a team that specialises in transforming stays into enchanting tales. We take immense pride in creating a playfully elegant and meaningful experience for both our guests and ourselves. Our commitment to fostering a workplace culture that values diversity, encourages professional growth, and recognises individual contributions ensures that each team member feels appreciated and empowered in their role. Apply now to embark on a career that transcends expectations and celebrates the art of hospitality.

Job Description

Sofitel London St James is a luxury flagship hotel within the Accor portfolio, combining refined French art de vivre with the elegance of British heritage. We are seeking a passionate and guest-focused Front Office Duty Manager to support the smooth operation of our Front Office and deliver memorable, personalised experiences in line with Sofitel and Accor brand standards. This role is ideal for a confident leader who thrives in a luxury environment and leads by example on the floor.

Responsibilities

• Maintain and, where possible, exceed the standards indicated by Sofitel Benchmark, Forbes, and LQA.
• Be familiar with hotel facilities and services and ensure all employees are equally informed.
• Assist with queries while maintaining confidentiality, particularly regarding guest information and records.
• Take responsibility for the running of the shift, ensuring all tasks are completed and outstanding issues are handed over responsibly.
• Ensure shift tasks are completed according to Front Office policies and procedures, maintaining departmental standards.
• Demonstrate proficiency with interface computers, log calls with relevant helpdesks, and follow procedures in case of computer failures.
• Record and manage reservations, ensuring instructions are correctly entered into the system and standards are maintained.
• Immediately report any problems to Front Office management and relevant departments.
• In the absence of management, take responsibility for the safety and security of guests and employees, following emergency procedures when required.
• Handle guest complaints in the absence of management, following compensation guidelines.
• Record daily receptionist performance in the Duty Manager handover.
• Conduct monthly one‑to‑one meetings and annual performance reviews with reception staff, as per Front Office management.
• Participate in monthly feedback sessions with management to discuss team progress and identify areas for improvement.
• Maintain and update guest profiles and registration cards in accordance with legal requirements, policies, and procedures, monitoring standards of profiles created by Front Office clerks.
• Be fully conversant with all Front of House policies, procedures, and shift checklists (day and night).
• Have thorough knowledge of the brand’s loyalty program, its targets, and be able to assist guests with related queries.

Qualifications

• Previous experience in a Front Office leadership or supervisory role, ideally within a luxury or upscale hotel environment
• Strong guest focus with a passion for delivering exceptional service
• Excellent communication and interpersonal skills
• Proven ability to lead, motivate, and support a diverse team
• Calm, professional approach with strong problem‑solving skills
• Flexible to work a rotating shift pattern, including evenings, weekends, and public holidays
• Experience with Opera PMS is desirable

Additional Information

Discover a world of unparalleled perks tailored just for you:

• Competitive Salary, departmental incentives and a loyalty bonus of £1,300.
• Employee Benefit Card – Discounted rates at Accor properties worldwide.
• Free Stays in the UK or Ireland (4 nights/year) – Create unforgettable memories with your loved ones.
• Sofitel Experience – Enjoy a luxurious night at our hotel, complete with a delightful breakfast.
• Complimentary Meals While on Duty.
• Special Rates in F&B, Rooms & Spa – Treat yourself to luxury at unbeatable prices.
• Be Part of the Largest Hospitality Group in Europe.
• Exceptional Training and Development Opportunities through Apprenticeship Program.
• Global Growth Opportunities.
• Employee Assistance Program with 24/7 GP Access – Your well‑being is our priority.
• Social Events and Activities.

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. We also offer a range of wellbeing initiatives, including apps with content to help you feel at your best. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.

Let your passion shine, visit careers.accor.com