Duty Manager

4C Group; City of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hospitality company is seeking a Duty Manager at The Westin London City to enhance guest experiences and manage Front Desk operations. The ideal candidate will possess excellent customer service skills, adaptability, and a strong commitment to brand values. This role offers various employee benefits including flexible working and continuous development opportunities.

Benefits

Flexible working

Staff accommodation rates

Life Assurance Cover

Cycle to Work Scheme

Health Cash Plan

Continuous Learning & Development opportunities

Qualifications

• Pleasant and welcoming manner.
• Ability to adapt to different working conditions.
• Commitment to brand values.

Responsibilities

• Manage guest requests and support Front Desk associates.
• Train and develop Front Desk associates.
• Coordinate between Housekeeping and Front Office.
• Resolve guest-related situations.
• Implement emergency plans as needed.

Skills

Customer service skills

Adaptability

Training skills

Emergency plans knowledge

Positive attitude

Fluency in English

Knowledge of Opera PMS

Job description

JOIN OUR FAMILY

The Westin London City boasts an impressive riverside location and spectacular views over London’s historic River Thames. Overlooking Shakespeare’s Globe and the striking Tate Modern, our luxury spa hotel offers 225 guest rooms, suites and residences impeccably designed with the Westin Heavenly Bed, sleek bathrooms and free high-speed Wi‑Fi. Guests are invited to indulge in an array of Westin services and amenities.

Our mission is “To be the preeminent wellness brand in hospitality, empowering guests to regain control and enhance their well‑being when they need it most, while traveling, ensuring they can be the best version of themselves.”

At The Westin London City, our employees are at the heart of bringing our wellness mission to life. We empower you to enhance the guest experience and reach your full potential in roles you undertake with pride by providing an enriching and supportive work culture.

Join our team at The Westin London City and be part of crafting distinctive guest experiences, just moments from some of London’s most iconic landmarks.

A DAY IN THE LIFE OF A DUTY MANAGER AT THE WESTIN LONDON CITY

What you’ll be doing…

Reporting to the Front of House Manager, you can expect your working day to include the following…

• Dealing with guest requests throughout the day and ensuring all Front Desk associates are supported in responding to complex queries
• Successfully manage the Front Desk associates’ queries, training and overall development working in close partnership with the Reception Manager.
• Manage the daily task list and delegate to Front Desk Associates where necessary
• Representing hotel management in resolving any guest related situation
• Will be the daily point of contact for coordination between the Housekeeping and Front Office departments with respect to room readiness, room issues and priority room readiness (liaising with the Guest Experience Manager).
• Anticipate times of overbooking liaising with both senior rooms management and revenue teams to obtain satisfactory alternative accommodations.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean, professional, and appropriate to the Westin Brand; maintain confidentiality of proprietary information.

WHAT WE NEED FROM YOU

We hire mostly on personality & potential but here are a few of our requirements…

To succeed in the role of Duty Manager, you will need the following qualities and skills:

• We are looking for someone with a pleasant & welcoming manner with excellent customer service skills
• Flexible & adaptable to different working conditions & hours
• Forward thinking & promotes new ideas
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Excellent Oral & written fluency in English. Additional language will be considered a plus
• Have a positive and can do attitude
• Knowledge of Opera PMS and GXP Empower is a plus
• Commitment to the Westin Brand values and beliefs
• Good effective training & interpersonal skills

WHAT WE OFFER

You will have access to a benefits package we believe truly works for our people and enhances our overall culture…

• Flexible working (subject to role and probationary review)
• Staff accommodation rates across UK (Mariott & 4C Group Hotels)
• Life Assurance Cover
• Cycle to Work Scheme
• Technology Scheme
• Health Cash Plan (HSF)
• Referral Bonus Scheme
• Workplace pension scheme
• Access to Employee Assistance Program (EAP) and Wellbeing Support
• Eyecare vouchers
• Continuous Learning & Development opportunities
• Recognition Programme
• Opportunity to attend Social events.
• Meals on Duty (saving you £1000 per annum)

EQUAL OPPORTUNITIES

4C Group and The Westin London City are an equal opportunity employer.

ABOUT 4C GROUP

4C Group is a global organisation that manages and develops properties and hotels in key business districts and leisure hot spots across the UK, Middle East, Africa and Canada. The company was formed in 2010, building on the foundations of a family property business that stretches back to the 1990s. The group’s mission is to operate sustainably, delight guests and investors, whilst striving to deliver a positive environmental and social impact within local communities.