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Duty Manager, The Savoy Hotel at Sofitel in London, England, gb
Job Description
Company Description
The Savoy is one of the world's most iconic hotels. We are the original British luxury hotel, opened in 1889, and have a reputation for outstanding service excellence. We blend our rich history with innovation, and have played host to royalty, world leaders, and legends of the stage and screen. Today, we pride ourselves on creating special memories for our guests by delivering the very best in five-star luxury hospitality.
Our award-winning, colleague-centric culture truly differentiates us in the luxury hospitality marketplace. We offer competitive salaries and benefits, along with outstanding career development opportunities globally within Fairmont.
Top Ten (Big Organisations) – Sunday Times Best Places to Work 2025
HR in Hospitality Awards 2025:
🏆 Excellence in Employee Experience
🏆 HR Team of the Year
🏆 HR Leader of the Year – awarded to our Director of People & Culture, Sally Webster
Institute of Hospitality Awards 2025
🏆 Talent Development Team of the Year
Job Description
Job Title: Duty Manager
Department: Front Office
Inspired and supported by: Front Office Manager
We are seeking for a motivated duty manager to join the front office team, responsible overseeing the guest experience, liaising between departments and handling challenging guests and situations.
Responsibilities:
Ensure that complaints are dealt with quickly and efficiency with discretion.
To log all operational incidents that may affect the business or have an impact on guest service in the Guest Recovery log and ensure appropriate follow-up on all incidents.
Liaise with all relevant departments to ensure exceptional guest service
Assist in managing and leading the reception team, including assisting with training requirements for the department
Support the reception team when necessary with check in and check out
Meet and greet with VIP arrivals
Assist in achieving the departmental objectives of maximizing occupancy, maintaining and building on the reputation of the hotel and ensuring that business objectives are accomplished
Attend to the Front Hall to welcome our guests
Assist in achieving the KPIs, including upselling, loyalty enrolments and RPS target.
Qualifications
What you will need to do in this role?
Experience within a similar role in a fast paced luxury environment is essential
Passion for highly personalised service
Be a team player with good communication skills
Ability to work in a high pressured environment
Excellent attention to detail
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
Additional Information
What’s in it for you?
Competitive salary and benefits including pension and life assurance
31 days of holiday including public holidays (increase to 33 days after 5 years)
Cashback scheme for everyday wellbeing/healthcare expenses including Perkbox
Special rates for Savoy colleagues and their friends & family and discount across Accor hotels worldwide
Fantastic colleague rates in Fairmont and Raffles hotels worldwide that includes friends & family
Free stay at The Savoy after successful completion of probation
50% discount at our iconic American & Beaufort Bars
50% discount at our world-famous Afternoon Tea
50% discount at our spa and florist
50% discount at Gordon Ramsay's River Restaurant and Savoy Grill
20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890
Laundry services & dry cleaning for uniformed and non-uniformed colleagues
Colleague gym facility and Virgin Active gym membership discount
Employee assistance programme
Annual optician reimbursements for eye tests and glasses
English language classes
Colleague restaurant
Local F&B, retail and gym discounts
Interfaith prayer room
Wellness room
Cycle to work scheme