Duty Manager
Accor · London
Company Description
Coming very soon, Delano London will bring the spirit and celebrated heritage of the iconic Delano Miami Beach to London, reimagined for a new generation. Overlooking Kensington Gardens, the hotel will feature 67 rooms and suites, the legendary Rose Bar and Rose Lounge, alongside The Source wellness offering. Delano London will also be bringing their membership club to the UK for the first time.
Delano is a place where personality, creativity and genuine connection come together. We value curiosity, individuality and a sense of fun, creating an environment where our people can be themselves while delivering thoughtful, intuitive and genuinely warm hospitality.
Delano London is part of Ennismore, a global collective of entrepreneurial, founder-built brands rooted in creativity, culture and community, and a joint venture with Accor.
Joining Delano London means being part of something from the very beginning. It's an opportunity to shape the next chapter of an iconic brand, work alongside an ambitious and creative team and play a part in creating a hotel that feels distinctly Delano from day one.
Job Description
We're looking for a talented, ambitious Duty Manager who will be responsible for the smooth running of their shift, based from our Front Office but supporting the wider hotel operation.
This role serves as the primary point of contact for our guests and coordinates between departments to ensure all interactions reflect the hotel's high standards of hospitality, professionalism and service excellence.
YOUR KEY RESPONSIBILITIES:
- Proactively engage positively with all guests, including resolving any complaints and queries and ensures satisfactory resolution, follow up and recording of the occurrence
- Assist with departures as needed and with group movements if necessary
- Manage accurate handovers and the daily briefing in the absence of the Front Office Manager
- Review daily arrivals and departures, prepare and check rooms to preference and block rooms for special requests, VIPs, or package reservations. Ensure they're ready in a timely manner
- Maintain security and safety procedures, including key control and lost & found
- Foster positive working relationships with all hotel departments to ensure seamless guest service
- Proactively oversee guest communications, greeting them at breakfast, for example, to ensure their stay is exceeding expectations
- Manage emergency situations calmly and efficiently, following established protocols
- Perform any other job-related duties as assigned by the Front Office Manager
We will on occasion request that team members undertake various related tasks as needed in the spirit of providing exceptional guest service.
Qualifications
- Previous experience in a high-end luxury or upscale hospitality environment is desirable
- Strong organisational, analytical and problem-solving skills; ability to maintain composure and professionalism under pressure
- Proven customer service excellence with a team-oriented mindset and professional maturity
- Ability to multitask effectively and manage competing priorities in a fast-paced environment while maintaining meticulous attention to detail
- Proven ability to resolve guest conflicts independently or escalate issues to management when necessary
- Ability to work collaboratively within a team environment, supporting colleagues and promoting positive workplace culture
- Knowledge of property management systems (PMS), with experience using Opera Cloud considered a plus
- Flexibility to work varied schedules, including weekends, holidays and peak business periods
- Additional language proficiency is a strong asset
Additional Information
What's in it for you?
- The opportunity to join the opening team of Delano London and help shape our guest experience from day one.
- Join an innovative, fast-growing, international group that's committed to not just building new hotels but building a global brand, offering plenty of opportunity for learning & development.
- A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
- Wide ranging discounts off hotels, restaurants and more within both the Ennismore and Accor portfolios worldwide.
- Referral bonus for successful new team member recommendations.
- Monthly team recognition, regular team events and biannual team parties.