Hotel Duty Manager
Join the team at an exciting new luxury hotel opening.
Set within 250 acres of stunning countryside just outside Windsor, our new five-star hotel will offer an exceptional guest experience combining luxury accommodation, an exclusive golf course, destination restaurants, a world-class spa and outstanding leisure facilities.
We are looking for an experienced and guest-focused Hotel Duty Manager to join our pre-opening team. This is an exciting opportunity to play a key role in establishing the operational standards, culture and service excellence of a landmark luxury destination from day one.
The Role
As Hotel Duty Manager, you will be a senior operational presence within the hotel, overseeing day-to-day operations during your assigned shifts and ensuring every guest receives an exceptional experience.
Working closely with the Front Office Manager and wider leadership team, you will lead on guest experience, operational coordination and service recovery, ensuring the hotel operates smoothly and consistently to the highest luxury standards.
What You'll Be Doing
- Delivering Exceptional Guest Experiences
- Act as a senior point of contact for guests, providing a warm, professional and personalised service.
- Monitor the guest journey from arrival through to departure, identifying opportunities to enhance the experience.
- Manage guest feedback, complaints and service recovery with professionalism, care and confidence.
- Maintain a visible presence across Reception, the lobby and guest-facing areas during key operational periods.
- Build strong guest relationships and uphold the reputation of the hotel.
Leading Hotel Operations
- Oversee the smooth running of hotel operations during assigned shifts.
- Coordinate activity across Reception, Concierge, Porters, Valet and Guest Services.
- Work closely with Housekeeping, Engineering, Spa, Food & Beverage and Security teams to ensure seamless guest experiences.
- Monitor arrivals, departures, occupancy levels, VIP guests and special events to ensure operational readiness.
- Support operational decisions including room allocations, upgrades, VIP arrangements and late departures.
- Deputise for the Front Office Manager when required.
Team Leadership & Support
- Provide leadership, direction and support to Reception Supervisors, Receptionists and Guest Services colleagues.
- Lead by example, maintaining exceptional standards of presentation, professionalism and service.
- Deliver shift briefings and communicate priorities, guest expectations and operational updates.
- Support training, coaching and development of team members.
- Encourage a positive team culture focused on collaboration and service excellence.
Revenue, Standards & Compliance
- Ensure accurate handling of guest accounts, billing instructions, payments and deposits.
- Support revenue protection through attention to detail and proactive guest engagement.
- Ensure accurate communication during shift handovers, including Night Team briefings where required.
- Maintain GDPR compliance and confidentiality of guest information.
- Ensure all operational procedures, standards and policies are consistently followed.
Health, Safety & Security
- Act as the responsible manager on duty for health and safety, fire safety and emergency procedures.
- Respond effectively to incidents, emergencies and security concerns in line with company procedures.
- Ensure colleagues adhere to all safety, security and evacuation requirements.
What We're Looking For
- Previous Duty Manager or supervisory experience within a luxury hotel or premium hospitality environment.
- Strong knowledge of hotel operations, ideally within a five-star or high-end property.
- A confident and visible leader with excellent guest service instincts.
- Experience managing guest complaints and service recovery.
- Excellent communication and organisational skills.
- The ability to remain calm, professional and solutions-focused in a fast-paced environment.
- A genuine passion for luxury hospitality and creating memorable experiences.
Why Join Us?
- Be part of an exciting luxury hotel opening.
- Help shape the guest experience and operational standards from day one.
- Work within a stunning countryside estate near Windsor.
- Join a passionate team committed to delivering exceptional hospitality.
- Opportunities for development and career progression within a growing luxury hospitality business.
If you are passionate about luxury hospitality and want to play a key role in launching one of the UK's most exciting new hotel destinations, we would love to hear from you.
Pay: £40,000.00-£45,000.00 per year
Benefits:
Work Location: In person
