Duty Manager
About this role
BRAND INTRODUCTION
At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: 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 a historic head office and a contemporary architectural landmark. Each hotel has its 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 the art of hospitality.
SCOPE & GENERAL PURPOSE
The Duty Manager plays a key supervisory role in ensuring smooth day-to-day hotel operations across all departments, particularly during evenings, weekends, and peak 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 are upheld, operational issues are resolved promptly, and the highest levels of guest satisfaction are achieved in line with Montcalm Collection’s commitment to luxury hospitality.
LEADERSHIP COMPETENCIES
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 VIP guests and sensitive guest issues.
· Anticipates guest needs and ensures a personalised, luxury experience.
· Resolves complaints swiftly, maintaining discretion and guest loyalty.
3. Operational Oversight