Duty Manager

BRAND INTRODUCTION

At Montcalm Collection, we believe that timeless style and genuine hospitality aremore than just values, they’re a way of life. Our people are the heart of ourhotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to ahistoric head office and a contemporary architectural landmark. Each hotel hasits own unique story and within everyone, our team creates unforgettable experiences for our guests.

While our walls speak of history, it’s our people,their ambition and their creativity that shapes our future.

Join us and become part of a culture that celebrates individuality, nurtures potential and upholds the very highest standards of theart of hospitality.

The Duty Manager plays a key supervisory role in ensuring smooth day-to-day hotel operations across all departments, particularly during evenings, weekends, andpeak periods. Acting as the senior manager on duty in the absence of senior leadership, this role is responsible for maintaining service excellence,handling guest concerns with discretion, and supporting colleagues to deliver seamless and personalized guest experiences.

The Duty Manager ensures that brand standards areupheld, operational issues are resolved promptly, and the highest levels ofguest satisfaction are achieved in line with Montcalm Collection’s commitment to luxury hospitality.

1.
Leadership& Supervision

• Provides clear direction and visible leadership during assigned shifts.
• Supports and motivates colleagues to maintain exceptional service standards.
• Demonstrates confidence in decision-making and problem resolution.

2.
Guest Experience

• Acts as the main point of contact for VIPguests and sensitive guest issues.
• Anticipates guest needs and ensures apersonalised, luxury experience.
• Resolves complaints swiftly, maintaining discretion and guest loyalty.

3.
Operational Oversight

• Monitors all key operational areas (Front Office, Housekeeping, F&B) during shift.
• Coordinates inter-departmental communication toensure smooth operations.
• Escalates significant issues promptly to senior management.

4.
Crisis& Risk Management

• Responds effectively to emergencies and unexpected situations.
• Ensures compliance with safety, security, and confidentiality policies.
• Protects the reputation of the hotel through calm, professional leadership.

5.
Communication& Collaboration

• Communicates effectively with colleagues,guests, and management.
• Maintains accurate handover notes and updates for following shifts.
• Represents the hotel brand consistently and professionally.

6.
Financial Awareness

• Oversees accurate billing, cash handling, andshift reconciliation.
• Assists in monitoring occupancy levels andupselling opportunities.
• Supports cost control measures without compromising guest service.

7.
Sustainability& Responsibility

• Promotes and upholds the hotel’s sustainability practices.
• Supports community engagement initiatives where appropriate

• 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…