Duty Manager

Description

• Collaborate for Success: Work closely with the Facilities Manager to anticipate and resolve client concerns, address building failures, coordinate urgent contractor call-outs, and manage escalations swiftly and effectively—ensuring uninterrupted operations and a premium service experience.
• Event Space Leadership: Oversee the readiness of meeting rooms and event spaces for the next day. Ensure AV/IT systems are functional, layouts meet client requirements, and porterage tasks are completed.
• Team Development: Deliver Toolbox Talks, training sessions, and inductions. Support recruitment and mentor team members to build future leaders.
• Contractor Coordination: Arrange urgent contractor call-outs for building issues or technical failures. Liaise with suppliers to ensure timely resolution and minimal disruption.
• Drive Continuous Improvement: Identify opportunities to enhance service delivery, streamline processes, and introduce innovative solutions.
• Operational Planning: Create and manage staff rotas, monitor attendance, and handle last-minute staffing changes. Maintain accurate records for absence reporting and ensure resource allocation meets service demands.
• Manage Stakeholder & Client Relationships: Build strong, professional relationships with client representatives and key stakeholders. Communicate proactively, resolve issues quickly, and ensure expectations are consistently exceeded.
• Commit to health, safety, and environmental standards.
• Act as the Decision-Maker: Be the first point of escalation for operational issues, service failures, and client concerns. Make confident, informed decisions under pressure to maintain service continuity.
• Champion diversity and inclusion.
• Champion Safety & Compliance: Lead health and safety practices across all service areas. Respond to incidents, conduct risk assessments, and report deficiencies promptly.
• Responsible Person On Site: Assume full accountability for all services in the absence of the Facilities Manager and Regional Front of House Manager. This includes managing critical incidents, coordinating responses, and ensuring compliance with all standards.
• Promote Inclusion & Culture: Foster a positive, inclusive environment that values diversity and encourages collaboration.
• Lead & Motivate Teams: Supervise Guest Services, Lobby & Roving Ambassadors, Housekeeping, and Security teams. Drive performance through clear direction, coaching, and recognition, ensuring every team member delivers a five-star experience.

Requirements

• 1–2 years' leadership experience in duty management or supervisory roles within high-end hospitality or corporate environments.
• Ability to manage high volumes of queries across multiple platforms.
• Strong communication, influencing, and stakeholder management skills.
• Comfortable using wearable/mobile tech (radios, tablets).
• SIA certification (or willingness to obtain).
• Proven ability to resolve complex issues under pressure.
• Professional presentation and exceptional attention to detail.
• Proficiency in Microsoft Office and visitor/space management systems (e.g., Condeco, ProxyClick).

Benefits

• Pension scheme.
• Employee recognition and reward programmes.
• Monday to Friday schedule.
• Competitive salary up to £42,000 per annum.
• Training and development opportunities.
• 25 days annual leave plus bank holidays.
• Access to wellbeing and assistance services.

Training + Development

Interview process

Visa Sponsorship

Security clearance