Luxury Duty Manager | Lead Guest Experience & Operations

Montcalm East, Shoreditch London; Greater London; On-site; GBP 42,000 - 54,000; Full time

Job summary

Montcalm Collection in London is seeking a Duty Manager to supervise day-to-day hotel operations during evenings, weekends and peak periods, acting as the senior on duty in the absence of senior leadership to sustain luxury service and guest satisfaction.

You will lead Front Office, Housekeeping, and F&B teams, coordinate inter-departmental communication, handle guest concerns with discretion, uphold brand standards, monitor safety procedures, and mentor staff to deliver seamless, personalized

Qualifications

• Previous experience in a supervisory or dutymanagement role within a luxury hotel environment.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS, POS).
• Additional training in health & safety, fire safety, or first aid is an advantage.
• Fluency in English required; additional languages preferred.

Responsibilities

• Act as the senior decision-maker during assigned shifts in the absence of senior managers.
• Supervise front office and guest services staff, ensuring performance aligns with 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 are completed.
• Support and liaise with Housekeeping, F&B, and Engineering teams to resolve operational issues.
• Ensure accurate and timely completion of daily reports, shift handovers, and logbooks.
• Oversee cash handling procedures and ensure 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

Leadership and supervision

Guest experience

Operational oversight

Crisis & risk management

Communication & collaboration

Financial awareness

Sustainability & responsibility

Health & safety

Tools

Opera PMS

POS

Job description

Montcalm Collection in London is seeking a Duty Manager to supervise day-to-day hotel operations during evenings, weekends and peak periods, acting as the senior on duty in the absence of senior leadership to sustain luxury service and guest satisfaction.

You will lead Front Office, Housekeeping, and F&B teams, coordinate inter-departmental communication, handle guest concerns with discretion, uphold brand standards, monitor safety procedures, and mentor staff to deliver seamless, personalized