Location
London

Hours
Flexible schedule including weekends, holidays and peak business periods

Salary
Negotiable

About the Role
Delano London will bring the spirit and celebrated heritage of the iconic Delano Miami Beach to London, reimagined for a new generation. Overlooking Kensington Gardens, the hotel will feature 67 rooms and suites, the legendary Rose Bar and Rose Lounge, alongside The Source wellness offering. Delano London will also be bringing their membership club to the UK for the first time. Delano is a place where personality, creativity and genuine connection come together. We value curiosity, individuality and a sense of fun, creating an environment where our people can be themselves while delivering thoughtful, intuitive and genuinely warm hospitality. Delano London is part of Ennismore, a global collective of entrepreneurial, founder-built brands rooted in creativity, culture and community, and a joint venture with Accor. Joining Delano London means being part of something from the very beginning. It's an opportunity to shape the next chapter of an iconic brand, work alongside an ambitious and creative team and play a part in creating a hotel that feels distinctly Delano from day one.

We're looking for a talented, ambitious Duty Manager who will be responsible for the smooth running of their shift, based from our Front Office but supporting the wider hotel operation. This role serves as the primary point of contact for our guests and coordinates between departments to ensure all interactions reflect the hotel's high standards of hospitality, professionalism and service excellence.

Your Key Responsibilities
Proactively engage positively with all guests, including resolving any complaints and queries and ensuring satisfactory resolution, follow up and recording of the occurrence
Assist with departures as needed and with group movements if necessary
Manage accurate handovers and the daily briefing in the absence of the Front Office Manager
Review daily arrivals and departures, prepare and check rooms to preference and block rooms for special requests, VIPs, or package reservations ensuring they're ready in a timely manner
Maintain security and safety procedures, including key control and lost & found
Foster positive working relationships with all hotel departments to ensure seamless guest service
Proactively oversee guest communications, greeting them at breakfast, for example, to ensure their stay is exceeding expectations
Manage emergency situations calmly and efficiently, following established protocols
Perform any other job-related duties as assigned by the Front Office Manager
We will on occasion request that team members undertake various related tasks as needed in the spirit of providing exceptional guest service.

Additional Information
The opportunity to join the opening team of Delano London and help shape our guest experience from day one.
Join an innovative, fast-growing, international group committed to building a global brand, offering plenty of opportunity for learning & development.
A health cash plan to claim money back and access support for physical & mental wellbeing.
Wide ranging discounts off hotels, restaurants and more within both the Ennismore and Accor portfolios worldwide.
Referral bonus for successful new team member recommendations.
Monthly team recognition, regular team events and biannual team parties.

Experience
Previous experience in a high-end luxury or upscale hospitality environment is desirable.
Proven customer service excellence with a team-oriented mindset and professional maturity.
Knowledge of property management systems (PMS), with experience using Opera Cloud considered a plus.

About You
Strong organisational, analytical and problem-solving skills; ability to maintain composure and professionalism under pressure.
Ability to multitask effectively and manage competing priorities in a fast-paced environment while maintaining meticulous attention to detail.
Proven ability to resolve guest conflicts independently or escalate issues to management when necessary.
Ability to work collaboratively within a team environment, supporting colleagues and promoting positive workplace culture.
Flexibility to work varied schedules, including weekends, holidays and peak business periods.
Additional language proficiency is a strong asset.

Qualifications
Not specifically stated, but relevant hospitality qualifications would be advantageous.