Duty Manager - 5* Luxury Hotel - Up to 38k Package, Berks

Duty Manager - Luxury International 5* Hotel Company - Up to £38,000 Package - Berkshire Areas

IMMEDIATE START

Our client is a 5* luxury hotel company seeking a dynamic Duty Manager who can deliver exceptional high standards and attention to detail. As Duty Manager, you will take operational responsibility for the hotel during your shift, ensuring smooth and seamless service across departments, with a core focus on leading and managing the Front Desk and Reception Team. You will be the main point of contact for guests and team members alike, delivering consistently high standards in line with the hotel's 5-star service promise. This role includes covering both day and night shifts as part of a rotating schedule.

Key Responsibilities:

Guest Services & Front Desk Management

• Oversee and lead the Reception and Front Desk team during all shifts, ensuring efficient check-in, check-out, and guest services.

• Personally welcome VIP and repeat guests, ensuring special requests are fulfilled.

• Ensure all front desk staff adhere to SOPs and 5-star service standards.

• Handle guest concerns, feedback, and complaints professionally, ensuring prompt resolution and follow-up.

• Maintain a visible presence in the lobby and guest-facing areas.

Duty Management & Hotel Oversight

• Act as the Manager on Duty for both the day and night shifts, responsible for the smooth running of hotel operations during assigned shifts.

• Working on a 4 on 3 off shift basis

• Provide leadership and support to all departments during your shift.

• Monitor hotel occupancy, arrivals/departures, and guest movement.

• Conduct regular property walks, ensuring cleanliness, safety, and presentation of all guest-facing and back-of-house areas.

Night Duties

• Take responsibility for overnight operations, including auditing, guest safety, and emergency response (when on night shift).

• Assist with or conduct night audit processes and produce handover reports for management.

• Liaise with security teams to ensure guest and staff safety throughout the night.

Administration & Communication

• Complete detailed duty handovers, incident logs, and guest feedback reports.

• Support the Front Office Manager with team training, rota planning, and operational improvements.

• Ensure compliance with fire, health & safety, and licensing regulations.

Candidate Profile:

Experience & Skills:

• Minimum 2 years' experience in a senior Front Office role or Duty Manager position in a luxury 4* or 5* hotel.

• Hands-on experience managing Front Desk operations.

• Strong knowledge of PMS systems (e.g., Opera, Protel, or similar).

• Confident in handling both guest complaints and operational challenges.

• Excellent communication and leadership skills.

• Comfortable working independently on night shifts when required.

Personal Qualities:

• Immaculate personal presentation and professional conduct.

• Calm, confident, and composed under pressure.

• A natural host with a genuine passion for guest service.

• Flexible and reliable, with the ability to adapt to a rotating shift pattern.

Qualifications (Preferred but not essential):

• NVQ or Diploma in Hospitality Management.

• First Aid and Fire Safety Certification.

• Training in conflict resolution or customer service excellence.

What We Offer:

• Competitive salary with regular reviews

• Meals on duty

• Uniform provided

• Extensive training and development opportunities

• Employee discounts on F&B, rooms, spa, and partner brands

• Pension scheme and wellness initiatives

• Free parking or travel assistance (depending on location)