Guest Experience & Operations Leader

The Zetter Group; Greater London; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Discounted Food & Drink in all Zetter-

Hotel rates for friends & family – 50%

Birthday paid day off

Growth and individuality culture

Job summary

The Zetter Group in London is seeking a Duty Manager to oversee day-to-day hotel operations during shifts, delivering exceptional guest experiences. This hands-on leadership role requires strong problem-solving, clear communication, and the ability to guide both front-of-house and back-of-house teams to meet service and safety standards.

You will lead departments, manage guest inquiries and requests, and ensure smooth operations while upholding financial processes and company policies.

Qualifications

• Previous experience as a Duty Manager or in a similar leadership role within the hospitality industry.
• Strong leadership and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Familiarity with hotel management systems and financial processes.
• Ability to multitask and thrive in a fast-paced environment.

Responsibilities

• Take overall responsibility for hotel operations during assigned shifts across all departments.
• Collaborate with department heads to coordinate front office, housekeeping, F&B, kitchen, maintenance and security.
• Ensure a seamless guest journey from check-in to check-out and respond to guest inquiries.
• Manage guest complaints and resolve issues promptly and empathetically.
• Oversee health, safety and security protocols and ensure compliance with policies.
• Provide handovers and reporting to senior management for upcoming shifts.

Skills

Leadership

Problem solving

Guest service

Communication

Tools

PMS

Job description

The Zetter Group in London is seeking a Duty Manager to oversee day-to-day hotel operations during shifts, delivering exceptional guest experiences. This hands-on leadership role requires strong problem-solving, clear communication, and the ability to guide both front-of-house and back-of-house teams to meet service and safety standards.

You will lead departments, manage guest inquiries and requests, and ensure smooth operations while upholding financial processes and company policies.