Duty Manager

32000 plus non-contractual tronc

The Zetter is a quiet celebration of intimate spaces,timeless imperfection,and unapologetic British eccentricity. With our collection of boutique hotels,townhouses,and parlours nestled in London’s most characterful neighbourhoods,we offer more than a stay — we curate experiences brimming with thoughtful details,curated charm,and stories layered into every corner.

Our food and drink are an extension of this ethos — carefully crafted menus,perfectly poured cocktails,and service that feels warm,attentive,and never scripted. We believe that dining and drinking at The Zetter should be as memorable as sleeping under our roofs.

Fuelled by a passion for super cocktails,sensational parties & the perfect slumber,our Marylebone townhouse & Parlour is an ode to historic British style.

The Role:

The Duty Manager is responsible for overseeing the day-to-day operation of the property during assigned shifts,ensuring exceptional guest experiences and the smooth,safe,and efficient running of the hotel.

This is a hands-on leadership role requiring strong problem-solving skills,sound judgement,and the ability to manage both front-of-house and back-of-house operations. The Duty Manager supports the senior management team in achieving operational,service,and commercial objectives while acting as the primary decision-maker on shift.

This role is ideal for someone with excellent communication skills,a proactive mindset,and the ability to remain calm and effective in a fast-paced hospitality environment.

Key Responsibilities:

Operational Leadership

Take overall responsibility for hotel operations during assigned shifts,ensuring smooth and efficient delivery across all departments.

Work closely with department heads to coordinate and optimise services,including front office,housekeeping,food & beverage,kitchen,maintenance,and security.

Ensure a seamless guest journey,including check-in and check-out,responding to guest enquiries,concerns,and special requests.

Monitor guest feedback and implement corrective actions to continuously improve guest satisfaction.

Lead by example in delivering outstanding service and professionalism.

Monitor inboxes and ensure guest communications are responded to accurately and in a timely manner.

Provide operational support to departments as required,including but not limited to Housekeeping,F&B,Kitchen,and Maintenance.

People Management & Team Support

Supervise and support department heads and team members during shifts,ensuring teams are motivated,informed,and operating effectively.

Support staff scheduling to ensure appropriate coverage during peak periods,adjusting staffing levels in line with occupancy and business needs.

Conduct staff briefings or meetings to communicate updates,priorities,and operational information.

Act as a role model for The Zetter’s values,behaviours,and service standards.

Guest Relations & Problem Resolution

Take ownership of escalated guest complaints or concerns,resolving issues promptly,professionally,and empathetically.

Manage emergency situations and incidents,coordinating with internal teams and external authorities where required.

Implement and enforce hotel policies,procedures,and service standards consistently.

Health,Safety & Security

Oversee security protocols and emergency procedures,ensuring the safety and wellbeing of guests,staff,and the property.

Conduct regular property walk-throughs and inspections to identify,report,and address potential hazards.

Ensure compliance with all statutory requirements relating to fire safety,security,food safety,health & safety,and hygiene Be fully conversant with:

Fire and emergency procedures

Company security procedures

Health & Safety policies and procedures

Hotel and restaurant facilities and local attractions

Standards of operation and departmental procedures

Accepted methods of payment

Current short- and long-term company marketing promotions

Administrative & Financial Responsibilities

Perform audits of guest accounts and transactions,ensuring accuracy and compliance with financial procedures.

Handle reservations,room allocations,and front desk responsibilities as required.

Respond efficiently to guest queries and concerns via phone and email.

Ensure accurate handovers and reporting to senior management and incoming shifts.

Standards,Presentation & Quality

Maintain high standards of personal presentation,hygiene,and professi…