Duty Manager

Park Grand Paddington Court Hotel - Experience refined comfort at Park Grand Paddington Court Hotel, part of the Montcalm Collection, where classic elegance meets contemporary style in one of London's most desirable neighbourhoods.

Tucked away in the tranquil surroundings of Paddington and just moments from the city's most iconic attractions, the hotel offers a sophisticated four-star experience defined by attentive service, modern amenities, and a welcoming atmosphere.

With its prime location near Hyde Park, Kensington Gardens, and London Paddington Station, Park Grand Paddington Court Hotel provides the ideal balance of convenience and charm. Guests can enjoy stylishly appointed rooms, thoughtful touches throughout, and a seamless blend of comfort and quality.

Overview

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.

Responsibilities

• 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 visibility in the lobby and other guest-facing areas during busy periods.
• Ensure health & safety, fire, and security procedures are followed by all staff on duty.
• Train, coach, and mentor team members to uphold Montcalm Collection service standards.

Note: This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.

Skills and Qualifications

• Previous experience in a supervisory or duty management role within a luxury hotel environment.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS, POS).
• Additional training in health & safety, fire safety, or first aid is an advantage.
• Fluency in English required; additional languages preferred.

Working Conditions

• Flexible schedule including evenings, weekends, and public holidays.
• Active role requiring visibility across guest-facing and operational areas.
• Periods of standing, walking, and light manual handling.

Eligibility

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer

Montcalm Collection values diversity and inclusion. We value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture strives for mutual respect and a workplace free from discrimination and prejudice.