Luxury Duty Manager – Guest Experience & Operations Lead

Iconic Hotels & Resorts; Greater London; Presencial; GBP 36.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Monthly tronc charge

Learning and Development opportunities

29 days of annual leave including bank

Regular team gatherings and events

Complimentary team meals

Exclusive staff rates with Iconic &Rel

Discounts on spa treatments and F&B

Team referral programme

Health cash plan

Employee Assistance Programme

Descripción de la vacante

Iconic Hotels & Resorts in Chelsea seeks a Duty Manager to lead day-to-day hotel operations for 11 Cadogan Gardens and The Chelsea Townhouse, ensuring seamless guest experiences and operational excellence.

You will be a visible host, own the guest journey, support departments, and maintain high luxury standards across the properties. A hands-on leader with strong stakeholder engagement is essential.

Formación

• Experience in a Duty Manager or similar supervisory role within a luxury hotel environment.
• Strong leadership and decision-making skills, with the ability to remain calm under pressure.
• Excellent communication and interpersonal skills, able to engage with guests and staff at all levels.

Responsabilidades

• Act as a welcoming and professional host, ensuring guests receive warm, attentive service.
• Maintain a strong presence across the hotel, proactively engaging with guests and anticipating needs.
• Lead and facilitate daily morning meetings to brief departments for the day ahead.
• Ensure VIP arrivals and guest requests are coordinated to the highest standard.
• Personally welcome and escort VIP guests, creating an exceptional first impression.
• Build relationships with residential guests and event hosts to exceed expectations.
• Communicate guest feedback and operational updates across departments.
• Support all operational areas during busy periods with a hands-on approach.
• Monitor service standards to ensure brand expectations and guest satisfaction.
• Resolve guest concerns promptly and escalate when needed.
• Conduct regular operational checks for standards, presentation, and safety.
• Support, coach and motivate colleagues to deliver exceptional service.
• Ensure compliance with company policies and Health & Safety requirements.

Conocimientos

Guest relations

Leadership

Communication

Problem solving

Staff coaching

Descripción del empleo

Iconic Hotels & Resorts in Chelsea seeks a Duty Manager to lead day-to-day hotel operations for 11 Cadogan Gardens and The Chelsea Townhouse, ensuring seamless guest experiences and operational excellence.

You will be a visible host, own the guest journey, support departments, and maintain high luxury standards across the properties. A hands-on leader with strong stakeholder engagement is essential.