Duty Manager

The role

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

About us

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.