Hotel Duty Manager

Job Overview

As a Duty Manager, You will be responsible for overseeing the day-to-day operations across our luxury city-centre properties. This includes guest communication, team supervision, operational troubleshooting, room and venue readiness, pricing strategy, liaison with other management staff, and ensuring a consistently high standard of service delivery. You will act as the first point of contact for staff and guests, coordinate team performance, manage guest profiles and payments, oversee operational reports, and contribute to the overall experience and efficiency of the business.

Duties & Key Responsibilities

1. GuestCommunication & Service

• Check guests in/out, collect ID, and complete guest profiles in RoomRaccoon
• Respond to enquiries and complaints via , social media, and email
• Process payments and ensure direct bookings are paid promptly using payment links
• Add extras/upgrades to bookings and ensure guest requests are actioned
• Provide a professional first point of contact for all guest interactions

2. TeamSupervision & VenueOversight

• Monitor housekeeping, concierge, and maintenance teams
• Support Housekeepers and General Assistants as needed, includingassisting with physical tasks, troubleshooting issues, and providingguidance
• Liaise with Viaduct Managers and the Senior Housekeeping Managerto coordinate operations at Blayds Yard and Briggate Boutique
• Inspect guest rooms daily for cleanliness and readiness
• Report and log maintenance issues in RoomRaccoon
• Ensure all staff are following procedures and shift tasks
• Conduct staff inductions and training, including issuing logins andvenue tours
• Cover shifts or arrange cover as needed to ensure business continuity

3. OperationalAdministration

• Complete and submit accurate end-of-day (EOD) reports
• Review and manage room rates daily using RoomRaccoon orequivalent PMS
• Actively monitor room demand – if multiple bookings are received for aparticular date, increase the rates accordingly to maximise revenue
• Be vigilant for booking patterns or peak demand periods and adjustpricing dynamically
• Update and maintain the fire sheet in advance, ensuring all guestinformation is accurate
• Complete the Dynamic P&L and submit accurate reports to theDirectors
• Process and escalate refund requests appropriately
• Monitor and reply to enquiries@ inbox and other communicationchannels
• Record lost property, maintenance, and guest matters inRoomRaccoon
• Dispose of low-value lost property per policy

4. Health,Safety & Compliance

• Ensure the premises remain secure and safe for staff and guests
• Maintain hygiene and cleanliness standards throughout the venue
• Comply with and enforce all Health & Safety policies
• Attend team meetings and contribute to operational improvements
• Keep updated on industry practices, technology, and compliance standards

Essential Characteristics and Experience Required

• Previous experience in a Duty Manager, Front Office Manager, or Guest Services role
• Proven leadership and staff supervision experience
• Ability to motivate, coach, and delegate effectively within a fast-pacedhospitality environment
• Reliable and punctual with a strong sense of responsibility
• Flexible in approach to shift work, including evenings, weekends, and holidayperiods
• Customer service focused with a proactive and solution-based mindset

Skills Required

• Strong verbal and written communication skills
• Excellent time management and multitasking ability
• Competent with hospitality systems (e.g., RoomRaccoon or similar)
• Skilled in conflict resolution and complaint handling
• Attention to detail in both guest service and administration
• Microsoft Office and email proficiency
• Understanding of health, safety, and compliance
• Ability to supervise a team while managing personal responsibilities

Essential Qualities

• Proven team leadership experience
• Exceptional guest service and communication skills
• Highly reliable and proactive under pressure
• Technologically confident and quick to learn systems
• Professional presentation and attention to detail
• Ability to work flexible hours including evenings/weekends

Desirable Qualities

• Experience in boutique or multi-property operations
• Familiarity with RoomRaccoon or similar PMS
• Experience with pricing strategies and occupancy maximisation
• Fire safety and/or first aid training
• Comfortable handling reporting, compliance, and digital communicationchannels

Person Specification

The successful candidate will be a confident, well-rounded hospitality professional with a strong sense of initiative, guest focus, and leadership ability. They will remain calm under pressure, enjoy problem-solving, and uphold the brand standards while driving team performance and customer satisfaction.

Job Type: Part-time

Pay: £14.00 per hour

Expected hours: 24 – 30 per week

Benefits:

• Employee discount

Work Location: In person