Duty Manager

Company Description

Roswyn, A Morgans Originals hotel are original hotels with original stories. We stand for vibrancy, intrigue and iconic details, celebrating the feeling of an infinite Friday night, when anything can happen, no matter what day of the week it is. By balancing a refined outlook with the best lifestyle programming, we capture the excitement of being in-the-know -- connecting people to the city, the culture and the moment.

Job Description

Duty Manager plays a key leadership role in the day-to-day operations of the hotel, acting as the Manager on Duty during assigned shifts. This position ensures that all departments operate efficiently and that guest experiences meet brand standards. The Duty Manager handles guest concerns, supports the operational team, and ensures a safe and smooth environment for both guests and colleagues.

You will:

• Ensure seamless coordination between Front Office and other departments.
• Monitor daily operations, proactively resolve issues, and follow up with relevant Heads of Departments to maintain service excellence.
• Perform Front Desk duties when needed and provide visible leadership in guest-facing areas during high-demand periods.
• Act as the main point of contact for guest issues and complaints; resolve them promptly, professionally, and discreetly to maintain guest satisfaction.
• Ensure accurate documentation and follow-up on guest concerns, glitches, and feedback in coordination with senior management.
• Serve as the hotel’s first responder to emergencies (e.g. fire alarms, medical situations, and technical faults), coordinating appropriate actions with relevant departments.
• Ensure thorough incident reporting and escalation to the Security Manager and senior leadership when required.
• Support all front-line staff during the shift, especially in the absence of a manager or supervisor.

To be successful in this role we ask that you have:

• Proven experience in a Front Office or Duty Manager role in an upscale /lifestyle hotel environment.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent interpersonal and communication skills, with the ability to engage diplomatically with guests, colleagues, and senior stakeholders.
• Proficient in Microsoft Office Suite and PMS/reservation systems (e.g. Opera).
• Ability to manage multiple priorities in a fast-paced environment while maintaining composure and professionalism.
• High attention to detail and a proactive, guest-first attitude.
• Sound knowledge of hotel departments, processes, and service standards.
• Must be flexible with schedule, including availability to work evenings, weekends, overnights, and public holidays as required.
• Professional appearance and demeanor at all times.
• Commitment to confidentiality, integrity, and discretion.

Qualifications

Qualifications

A bit about you:

• Be Original - We want our team to be themselves and we celebrate and welcome diversity in all forms, and we give you the opportunities to discover your best self.
• Be a team player - We always have each other’s backs and work together to offer the best possible guest experience. Whatever challenge we face - we’re in it together.
• Loves to have fun at work - Working hard is a given but remembering to make it fun is key. Make it fun for you, your team, and our guests. We make memories – for our guests and each other.
• Makes Positive impacts - We do more to make a positive impact – from small things to brighten someone’s day to giving back and supporting causes close to our hearts.
• Be Humble & Kind - We’re grounded and approach things with an open mind and show kindness – both with guests and each other. The best idea wins, no matter where it comes from.
• Loves to think big & believe - We’re dreamers and entrepreneurial – big, bold thinkers constantly imagining what is possible. We push the boundaries, challenge the norm and create change, even if that means being wrong some of the time. The biggest risk is not taking any risks. 

Additional Information

What’s In It for You

• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Great healthcare, competitive salary, and some nice extra perks across the Ennismore family of brands!
• Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture