Duty Manager - London

Putting our guests at the heart of everything you do, you make it your mission to ensure that you and your team deliver an exceptional guest journey from check-in to check-out. Working as part of the Front Office team, you will be running the shift and leading by example to create a memorable guest experience for our guests and operating in accordance with the hotel brand standards ensuring seamless workflow and processes at the front desk and all ground floor areas of the hotel. Key Duties will include the following:

• Meeting and greeting guests, ensuring the highest standards of guest care and attention, including handling guest complaints in all areas and all hotel outlets within Royal National and City Sleeper Hotel.
• Provide Fire evacuation training and responsible for refresher training for Fire team and all up-to-date procedures related to hotel Fire evacuation procedures.
• Manage Luggage rooms, liaise with relevant departments to secure extra space for the day, ensure the storage areas are clean and maintained.
• Deal with accidents and incidents, call emergency service when required, log it to Saeker.
• Complete at least 1-2 DM walks throughout the shift, having an eye for detail in relation to health and safety and record all findings in DM log, actioning all issues and communicating to the relevant persons if follow up action required.
  
  Previous experience as a Duty Manager or Reception Manager in a similar operation ideally in a hotel.
• Excellent Fire evacuation procedure knowledge and confidence leading the procedure.
• A Passion for hospitality - you are all about creating memorable experiences for others no matter what time of day.
• NVQ/QCF Level 3 Qualified or equivalent qualification in Business Administration.
• You will be a natural leader with the ability to motivate and develop a team to reach their full potential both personally and professionally.
• A positive can-do attitude, you are calm under pressure, able to work both independently and as part of a team.
• A good working knowledge of Microsoft Office and knowledge of Property Management System(Opera).
  
  Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises. The portfolio includes The Royal National Hotel which remains UK's largest hotel with over 1,600 rooms, The Bedford Hotel, The President Hotel, The Tavistock Hotel, The Morton Hotel and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4 Deluxe Hotel in 2026.
  
  28 Days Holiday pro-rata increasing with length of service up to 33 days
• Free meals on duty
• Uniform & dry-cleaning
• Workplace pension scheme
• 300 Refer a Friend Scheme
• Employee recognition
• Employee awards
• Social events
• Interest-free Season Ticket Loan / Travelcard Loan
• 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability)
• Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets
• Shopping discounts across several high-street brands and online retailers (via Each Person)
• Nursery Scheme via Each Person (subject to eligibility)
• Early Pay - Instantly access a portion of the pay you've already earned
• Mental health first aiders support & well-being
• Employee Assistance Programme- Supported by Hospitality Action
Career & Development Benefits:
• Training and development through our Imperial London Hotels Academy
• Access to fully funded apprenticeships (subject to eligibility)
• 1,000 for your chosen course for development once you complete our Buddy programme (subject to eligibility)
• Access to Supported Study Scheme (subject to eligibility)
• Annual Free English Course accredited by UCL Centre for Languages & International Education
• Opportunity to explore other roles within Imperial London Hotels after 1 year of service
Extended Benefits:
• Technology Scheme (subject to eligibility)
• Cycle to Work Scheme (subject to eligibility)
• Electrical Car Scheme for senior management positions only (subject to eligibility)