An exciting opportunity has arisen for a passionate and driven Duty Manager to join the team at Criterion Hospitality.
As Duty Manager, you will play a key role in the day-to-day operation of the hotel, supporting the Front Office Manager and wider management team to ensure smooth operations, excellent guest experience, and high service standards across all shifts.
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The Role
As Duty Manager, you will:
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Support the Front Office Manager in the effective day-to-day operation of the Front Office and public areas
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Take responsibility for the hotel during assigned shifts, acting as the senior operational presence on duty
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Lead proactive lobby and guest journey management, ensuring a visible, approachable management presence
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Handle guest queries, feedback, and complaints professionally, resolving issues in real time
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Lead, motivate, and support front office team members through a hands-on, lead-by-example approach
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Ensure consistent delivery of exceptional customer service standards
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Support training, coaching, and development of the Front Office team
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Ensure compliance with brand standards, health & safety, and operational procedures
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Liaise with other departments to ensure a seamless guest experience
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Step in operationally where required to support the team during busy periods
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About the Company
Criterion Hospitality is a passionate and creative company, bringing innovation across our real estate, hotels, and hospitality operations. With four hotels located in London’s vibrant West End, we operate in a fast-paced, dynamic environment where energy, creativity, and service excellence are at the heart of everything we do.
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What We’re Looking For
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Previous experience as a Duty Manager, Guest Service Manager, or similar supervisory role within a hotel environment
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Strong working knowledge of Front Office operations
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A hands-on leader who leads by example and inspires their team
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Confident, professional, and personable, with strong presence and communication skills
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Passionate about service delivery and guest experience
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Comfortable working in a fast-paced, high-volume environment
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Flexible to work shifts, including evenings and weekends