Duty Manager

Role: Duty Manager at Royal National Hotel

Hours: 44 hours

Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises. The portfolio includes Royal National Hotel which remains UK’s largest hotel with over 1,600 rooms, Bedford Hotel, President Hotel, Tavistock Hotel, Morton Hotel and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4* Lifestyle Hotel in 2026.

Putting our guests at the heart of everything you do, you make it your mission to ensure that you and your team deliver an exceptional guest journey from check-in to check-out. Working as part of the Front Office team, you will be running the shift and leading by example to create a memorable guest experience for our guests and operating in accordance with the hotel brand standards ensuring seamless workflow and processes at the front desk and all ground floor areas of the hotel.

What You’ll Be Doing:

• Meeting and greeting guests, ensuring the highest standards of guest care and attention, including handling guest complaints in all areas and all hotel outlets within Royal National and City Sleeper Hotel.
• Provide Fire evacuation training and responsible for refresher training for Fire team and all up-to-date procedures related to hotel Fire evacuation procedures.
• Manage Luggage rooms, liaise with relevant departments to secure extra space for the day, ensure the storage areas are clean and maintained.
• Deal with accidents and incidents, call emergency service when required, log it to Saeker.
• Complete at least 1-2 DM walks throughout the shift, having an eye for detail in relation to health and safety and record all findings in DM log, actioning all issues and communicating to the relevant persons if follow up action required.

What we’d like from you

• Previous experience as a Duty Manager or Reception Manager in a similar operation ideally in a hotel.
• Excellent Fire evacuation procedure knowledge and confidence leading the procedure.
• A Passion for hospitality – you are all about creating memorable experiences for others no matter what time of day.
• NVQ/QCF Level 3 Qualified or equivalent qualification in Business Administration.
• You will be a natural leader with the ability to motivate and develop a team to reach their full potential both personally and professionally.
• A positive can-do attitude, you are calm under pressure, able to work both independently and as part of a team.
• A good working knowledge of Microsoft Office and knowledge of Property Management System(Opera).

What you’ll get in return:

• 28 days holiday, rising to 33 with length of service (including bank holidays).
• Access to ILH Training Academy programmes, apprenticeships and supported study
• Holiday Purchase Scheme
• Complimentary uniform dry‑cleaning, plus discounted personal dry‑cleaning
• Interest‑free Season Ticket Loan
• Workplace Pension
• Team member flat rate and 50% friends and family hotel discount
• 50% discount across ILH F&B outlets
• Discounted drinks at Blooms Café
• Employee‑funded Health Cash Plan
• Local Bloomsbury discounts
• Early Pay access
• Shopping discounts with selected retailers
• Salary sacrifice schemes including nursery care, cycle to work, and technology

• Access to mental health first‑aiders, wellbeing support and the Employee Assistance Programme

  You can explore additional benefits here.