Luxury Hotel Duty Manager - Guest Experience Lead

Montcalm East, Autograph Collection; Greater London; On-site; GBP 42,000 - 62,000; Full time

Job summary

Montcalm Collection in London seeks a Duty Manager to oversee smooth day‑to‑day hotel operations across all departments, especially evenings, weekends, and peak periods. You will act as senior on duty in the absence of leadership, uphold luxury service standards, handle guest concerns with discretion, and support colleagues to deliver personalised experiences.

Fluent English is required; additional languages welcome, and you will lead a team, ensure safety, and contribute to a culture of

Qualifications

• Previous experience in a supervisory or duty management 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.

Skills

Supervisory Experience

Hotel Operations

Opera PMS

Health & Safety Training

English Fluency

Tools

Opera PMS

POS Systems

Job description

Montcalm Collection in London seeks a Duty Manager to oversee smooth day‑to‑day hotel operations across all departments, especially evenings, weekends, and peak periods. You will act as senior on duty in the absence of leadership, uphold luxury service standards, handle guest concerns with discretion, and support colleagues to deliver personalised experiences.

Fluent English is required; additional languages welcome, and you will lead a team, ensure safety, and contribute to a culture of