Duty Manager - Luxury Hotel Operations

About the Role

We are seeking a dedicated Duty Manager to join our team at Montcalm Collection. As a Duty Manager, you will play a vital role in ensuring smooth hotel operations, particularly during evenings and peak periods. This Duty Manager position offers an exciting opportunity to lead and maintain high standards of service excellence in a luxury hotel environment.

What You'll Do

• Act as the senior decision-maker during assigned shifts in the absence of senior managers.
• Supervise front office and guest services staff, ensuring performance aligns with luxury service standards.
• Carry out daily inspections of public areas, back-of-house spaces, and guest facilities.
• Handle guest complaints with empathy and efficiency, ensuring follow-up actions are completed.
• Support and liaise with Housekeeping, F&B, and Engineering teams to resolve operational issues.
• Ensure accurate and timely completion of daily reports, shift handovers, and logbooks.
• Oversee cash handling procedures and ensure compliance with financial policies.
• Maintain visibility in the lobby and other guest-facing areas during busy periods.
• Ensure health & safety, fire, and security procedures are followed by all staff on duty.
• Train, coach, and mentor team members to uphold Montcalm Collection service standards.

Requirements

• Previous experience in a supervisory or duty management role within a luxury hotel environment.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS, POS).
• Additional training in health & safety, fire safety, or first aid is an advantage.
• Fluency in English required; additional languages preferred.

Nice to Have

• Experience with luxury brands and high-end clientele.
• Knowledge of local attractions and events to enhance guest experiences.
• Ability to work under pressure and maintain a positive attitude.

What We Offer

• Competitive salary that reflects your talent and contribution.
• Generous holiday allowance, starting at 28 days, increasing with service.
• Paid birthday leave to celebrate your special day.
• Comprehensive wellbeing support, including access to our Employee Assistance Programme.
• Continuous learning and development opportunities.
• Employee referral programme with rewards.
• Complimentary meals on duty in our team restaurant.
• Exclusive room rate discounts across the Montcalm Collection.

This Duty Manager role is perfect for someone looking to advance their career in hospitality while enjoying the perks of working in a luxury hotel environment. Join us at Montcalm Collection and be part of a team that values excellence and individuality.