Duty Manager

Duty Manager

London Marriott Hotel County Hall

At Marriott Hotels, we believe our legacy is built by the people who bring it to life every day. As part of a team that has helped shape the future of hospitality, you will be empowered to make an impact, share your ideas and elevate every guest experience. Whether you are developing your expertise, discovering a new role, moving between hotels or pursuing opportunities around the world, we support you at every stage of your journey.

As part of the Marriott International family, Marriott offers more than a job. It is an opportunity to be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Position Summary

The Duty Manager is responsible for overseeing daily Front Office and hotel operations, ensuring exceptional guest experiences and the smooth running of the hotel in the absence of senior leadership. This role leads guest relations, manages VIP experiences, handles guest concerns, supports operational departments, and acts as Manager on Duty while maintaining Marriott service standards and driving guest satisfaction.

What you'll do

• Lead Front Office operations and manage lobby activities to ensure a seamless arrival and departure experience for guests.
• Act as Manager on Duty and oversee the smooth operation of the hotel in the absence of senior management.
• Welcome and personally assist VIP, repeat, and long-stay guests while coordinating amenities, room inspections, and special requests.
• Resolve guest complaints and service issues using the LEARN process and ensure timely follow-up on guest concerns.
• Coordinate with all hotel departments to ensure operational excellence and exceptional guest satisfaction.
• Train, coach, and support Front Office associates while ensuring compliance with Marriott brand standards and operational procedures.
• Monitor Guest Voice feedback, identify service trends, develop action plans, and drive continuous improvement initiatives.
• Support revenue management, occupancy optimisation, financial performance, emergency response procedures, and hotel safety standards.

What you'll bring

• Previous experience within a Front Office leadership, Duty Manager, Guest Relations, or hospitality management role.
• Comprehensive knowledge of Front Desk, Concierge, Bell Stand, Reservations, Guest Relations, and At Your Service operations.
• Experience in a 5-star hospitality environment.
• Strong communication, leadership, coaching, and team-building skills.
• Excellent decision-making, problem-solving, negotiation, and conflict management abilities.
• Strong financial acumen, including budgeting, forecasting, labour management, and revenue awareness.
• Proficiency in Microsoft Office applications and hotel systems including PMS and MARSHA.
• High school diploma or GED with at least 2 years' relevant experience, or a degree in Hospitality, Hotel Management, Business Administration, or a related field.
• Good level of English proficiency.
• Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of our recruitment process

Our Benefits

At Marriott, we put people first - it's one of our distinctive core values.

• Through Explore by Marriott Bonvoy™, our associates have access to special room rates, discounts on food and beverage, experiences, and more across Marriott's portfolio of 30+ hotel brands and 9,500+ properties worldwide.
• Associates receive paid leave to use for vacations, sick time, holidays and more.
• Through our global TakeCare platform, associates have access to locally driven wellbeing activities and resources designed to meet people where they are.
• Depending on the property and role, additional local benefits may also be available.

Our award-winning culture

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.

Visit life.marriott.com to learn more about our workplace culture and career opportunities.

LEGAL DISCLAIMER

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.