Luxury Duty Manager – Guest Experience Leader

Montcalm East, Autograph Collection; Greater London; On-site; GBP 42,000 - 56,000; Full time

Job summary

Montcalm Collection is seeking a Duty Manager to lead hotel operations during evenings, weekends, and peak periods. You will act as the senior on duty, resolving guest concerns with discretion and supporting colleagues to deliver seamless experiences in a luxury setting.

You will uphold brand standards, coordinate with departments, and ensure swift resolution of operational issues to maintain exceptional guest satisfaction.

Qualifications

• Prior supervisory or duty management experience in a luxury hotel.
• Strong knowledge of hotel operations and guest service standards.

Responsibilities

• Act as the senior decision-maker during assigned shifts in absence of senior managers.
• Supervise front office and guest services staff to uphold luxury service standards.
• Carry out daily inspections of public areas, back-of-house spaces, and guest facilities.
• Handle guest complaints with empathy and efficiency, ensuring follow-up actions.
• Support and liaise with Housekeeping, F&B, and Engineering teams to resolve issues.
• Ensure accurate and timely completion of daily reports, shift handovers and logbooks.
• Oversee cash handling procedures and ensuring compliance with financial policies.
• Maintain visibility in the lobby and other guest-facing areas during busy periods.
• Ensure health & safety, fire, and security procedures are followed by all staff on duty.
• Train, coach, and mentor team members to uphold Montcalm Collection service standards.

Skills

Supervisory experience

Luxury hotel operations knowledge

Opera PMS proficiency

Health & safety training

English fluency

Tools

Opera PMS

POS systems

Job description

Montcalm Collection is seeking a Duty Manager to lead hotel operations during evenings, weekends, and peak periods. You will act as the senior on duty, resolving guest concerns with discretion and supporting colleagues to deliver seamless experiences in a luxury setting.

You will uphold brand standards, coordinate with departments, and ensure swift resolution of operational issues to maintain exceptional guest satisfaction.