Luxury Duty Manager — Lead Guest Experience & Operations

InterContinental Hotels Group; Greater London; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Financial security

Growth & development

Colleague perks

Wellbeing

Job summary

Canary Riverside Plaza London, Vignette Collection by IHG is seeking a dynamic Duty Manager to inspire and lead a luxury team at London’s Canary Wharf property. You will support the Front Office Manager to welcome guests, resolve issues swiftly and maintain service excellence across all hotel departments.

You will cover days, nights and evenings, including weekends and bank holidays, with a strong emphasis on safety, training and guest satisfaction.

Qualifications

• Duty management or team leadership experience in a property of similar size & standard.
• Experience dealing with high-level service recoveries, independently problem solving to create the best resolution
• Strong knowledge of health and safety procedures and policies, you will be responsible for ensuring the safety of our guests and colleagues throughout your shift
• Proven track record with loyalty schemes and enrolments, previous experience working with Opera is a plus!
• An awareness of market trends and the ability to implement new initiatives

Responsibilities

• Supporting our Front Office Manager to ensure each guest is met with a genuine welcome and that their needs are attended throughout their stay (No detail is too small, and no request is too large)
• Working closely with all our Hotel departments, ensuring that any problems throughout the Hotel are dealt with swiftly and with our Guests needs at the centre of the resolution
• Having a strong presence throughout the Hotel, you will be confident in helping out where is needed and always willing to go above and beyond to provide our guests with an excellent stay
• Communicating both internally within the front office and externally, with the wider hotel team and immediate locale, to ensure the guest experience is personalised and always exceeds expectations
• Supporting both the Front Office Team and wider Hotel Teams to ensure we are providing our guests with a seamless service
• Ensuring all Team Members have completed relevant training and are confident with all aspects of their role, you will be someone who enjoys to lead and motivate your team
• Managing the shift you are working, dealing with complex guest requests or complaints and making sure all tasks within the Team have been completed
• Working a variety of shifts including Days, Nights and Evenings (Weekends and Bank Holidays included) so you will have to be flexible and willing to work around Hotel demands

Skills

Team leadership

Guest service

Communication

People management

Tools

Opera property management system

Job description

Canary Riverside Plaza London, Vignette Collection by IHG is seeking a dynamic Duty Manager to inspire and lead a luxury team at London’s Canary Wharf property. You will support the Front Office Manager to welcome guests, resolve issues swiftly and maintain service excellence across all hotel departments.

You will cover days, nights and evenings, including weekends and bank holidays, with a strong emphasis on safety, training and guest satisfaction.