duty manager jobs

Job Overview:

The Duty Manager is responsible for overseeing the hotel’s day-to-day operations during assigned shifts, acting as the senior operational presence on property. Reporting to the Front Office Manager, the role ensures seamless guest experience delivery, operational efficiency, and effective interdepartmental coordination in line with Stoke Park’s five-star luxury standards.

The Duty Manager serves as a key point of escalation for guests and departments, managing service recovery, operational challenges, and team leadership across Front Office and wider hotel operations. They represent hotel management on shift, ensuring standards, safety, and service excellence are consistently upheld.

Key Responsibilities

Guest Experience & Service Excellence

• Act as the senior point of contact for guests during assigned shifts, ensuring a warm, professional, and personalised experience.
• Proactively monitor guest journey touchpoints (arrival, stay, departure) and intervene to enhance satisfaction and resolve concerns.
• Manage guest feedback, complaints, and service recovery efficiently and empathetically, ensuring brand reputation and guest loyalty.
• Maintain a highly visible presence in the lobby and guest-facing areas during peak periods.

Operational Management

• Oversee the smooth running of daily hotel operations, with particular focus on Front Office, Concierge, Porters, Valet, and Guest Services.
• Ensure effective communication and coordination between departments including Housekeeping, Engineering, Spa, F&B, and Security.
• Support room allocation decisions, upgrades, VIP arrangements, and late check-outs in line with operational priorities.
• Monitor occupancy levels, arrivals, departures, and special events to ensure operational readiness.
• Deputise for the Front Office Manager when required, ensuring continuity of leadership and standards.

Team Leadership & Support

• Supervise Front Office Supervisors and Assistants on shift, providing guidance, direction, and support.
• Lead by example, reinforcing Stoke Park’s culture, grooming standards, and service ethos.
• Deliver shift briefings and ensure clear communication of priorities, guest expectations, and operational updates.
• Support training, coaching, and performance management at operational level, escalating issues to the FOM where appropriate.

Revenue Protection & Compliance

• Ensure accurate handling of guest accounts, billing instructions, cash, and deposits in line with procedures.
• Protect room and ancillary revenue through operational diligence and guest engagement.
• Support night audit handovers and ensure any discrepancies or incidents are communicated appropriately.
• Ensure GDPR compliance and confidentiality of all guest information.

Health, Safety & Security

• Act as the responsible manager on duty for health & safety, fire safety, and emergency procedures.
• Respond effectively to incidents, emergencies, or security concerns, following company protocols.
• Ensure all team members on shift adhere to safety, security, and evacuation procedures.

General Responsibilities

• Adhere at all times to Stoke Park policies and procedures, including those relating to health & safety, security, fire, first aid, and emergency response.
• Ensure compliance with the Employee Handbook and all departmental standards and notices.
• Be flexible to cover duty management requirements across different operational areas as required by the business.
• Undertake any other reasonable duties in line with the responsibilities of the role as directed by the Front Office Manager or senior management.

Notes:

This job description outlines the key responsibilities, objectives and scope of the role as it currently stands. It is not an exhaustive list, and the postholder may be required to carry out other duties as reasonably required, including duties of a similar or related nature, in line with the needs of the business.

Hours/Week: 48 Hours – May include weekend and bank holidays.

Job Types: Full-time, Permanent, Fixed term contract

Pay: Up to £52,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking
• Sick pay

Ability to commute/relocate:

• Slough SL2 4PG: reliably commute or plan to relocate before starting work (required)

Experience:

• 5‑star luxury hotel: 5 years (required)

Work Location: In person