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Duty Manager

Salary £37,862.99
Location London
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Duty Manager is responsible for overseeing the smooth day-to-day operation of the hotel, ensuring exceptional guest service and maintaining high operational standards across all departments. This is a people-focused, guest-facing role requiring a strong understanding of hotel operations, including Reception, Food & Beverage, Guest Services and wider operational teams.

4 days on / 4 days off
Working hours: 8:00am – 8:00pm (1 hr unpaid break)

What You’ll Be Doing

  • Act as the senior manager on duty, overseeing hotel operations across Front Office, F&B and public areas
  • Be highly visible to guests, creating a warm, reassuring presence and resolving issues efficiently and empathetically
  • Support and coach team members across departments, stepping in during busy periods or operational challenges
  • Lead the delivery of our guest experience philosophy, recognising that no two guests are the same
  • Analyse the guest journey from arrival to departure, identifying opportunities to improve service at every touchpoint
  • Handle guest feedback, incidents and complaints calmly and professionally, turning challenges into positive outcomes
  • Liaise closely with Engineering and Security teams, reporting maintenance issues, hazards and incidents in line with legal and health & safety requirements
  • Ensure hotel security standards are maintained, dealing appropriately with unauthorised access, disruptive behaviour or incidents
  • Maintain accurate records of incidents and ensure confidentiality and data protection at all times

If you’re our ideal Duty Manager, you will have;

  • Proven experience in hotel operations, ideally across both Front Office and Food & Beverage
  • Hotel PMS experience, ideally Opera PMS
  • Excellent oral and written communication skills
  • Excellent organisation skills
  • Ability to work well under deadline pressure
  • Excellent interpersonal skills and possession of a full understanding of professional ethics, decorum and social skills
  • Must be able to adapt to different audiences dictated by culture and country or origin
  • Must be able to work 4 on 4 off shifts

Located in the heart of Kensington, the Royal Garden Hotel is a five-star luxury property overlooking Kensington Palace and Gardens, and only moments from London’s most iconic landmarks. Just a five-minute walk from High Street Kensington underground station, the hotel blends an exceptional location with world-class hospitality.

At Royal Garden Hotel, we take pride in creating memorable guest moments through tailored luxury experiences, delivered by a warm, friendly, and empowered team. More than just a workplace, we provide an environment where team members can build rewarding careers, supported by dedicated learning and development opportunities.

Enjoy a complimentary guest experience stay at our hotel

Indulge in free meal featuring a healthy and balanced menu, complete with hot and cold buffet options.

Social Events including Festive Lunch, Annual Team Member party, Gala dinners and monthly team appreciation events

Get a 50% discount in our Food & Beverage outlets

Refer a Friend incentives

Enhanced annual leave

Opportunities for career advancement and development

1 day per year to volunteer for a cause you support

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