Duty Manager, The Savoy Hotel

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