Luxury Duty Manager – Guest Experience & Operations

Accor; Greater London; On-site; GBP 32,000 - 33,000; Full time

Benefits offered by this job

Health cash plan

Discounts across Ennismore/Accor

Referral bonus

Team events

Job summary

Delano London opening team is seeking a Duty Manager to ensure smooth shift operations from Front Office while supporting the wider hotel. You will be the primary guest contact, coordinating across departments to uphold luxury standards and service excellence.

Key abilities include guest engagement, problem solving, and calm handling of emergencies, with flexibility for varied shifts and weekends as needed.

Qualifications

• Experience in a high-end luxury hospitality environment.
• Excellent guest service and communication skills.
• Ability to work under pressure and multitask.
• Flexibility to work weekends, holidays and peak periods.

Responsibilities

• Engage guests positively; resolve queries and document resolutions.
• Assist with departures and group movements when needed.
• Manage handovers and daily briefings in the Front Office Manager's absence.
• Review arrivals/departures and prep rooms for VIPs and special requests.
• Maintain security procedures, key control, and lost & found.
• Foster relationships across hotel departments to ensure seamless service.
• Oversee guest communications; greet guests at breakfast and beyond.
• Handle emergencies calmly following established protocols.
• Perform other duties as assigned by the Front Office Manager.

Skills

Guest service

VIP handling

Communication

Problem solving

Team player

PMS Opera Cloud

Tools

Opera Cloud

Job description

Delano London opening team is seeking a Duty Manager to ensure smooth shift operations from Front Office while supporting the wider hotel. You will be the primary guest contact, coordinating across departments to uphold luxury standards and service excellence.

Key abilities include guest engagement, problem solving, and calm handling of emergencies, with flexibility for varied shifts and weekends as needed.