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Aimbridge Hospitality EMEA Logo Aimbridge Hospitality EMEA · Hospitality and Tourism

Duty Manager

United Kingdom, Twickenham · Job Posted May 27, 2026
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Job Description

This opportunity is for a Duty Manager who is passionate about guest service, confident leading teams, and ready to take responsibility for the smooth running of the Front Office operation during their shift. You will be at the heart of the guest journey, leading from the front, supporting the team through busy arrivals and departures, handling escalations professionally, and ensuring service standards are delivered consistently. This is a hands-on role for someone who can balance people leadership, guest satisfaction and operational control in a fast-paced hotel environment.

Job Responsibility

  • Overseeing check-in and check-out
  • managing guest queries and complaints
  • supporting room allocations
  • handling reservations
  • ensuring billing procedures are followed accurately
  • taking ownership of escalated guest concerns
  • providing effective service recovery
  • working closely with Housekeeping, Maintenance, Food & Beverage and Nights
  • supporting the Head of Department in training and coaching team members
  • maintaining brand standards
  • driving upselling opportunities
  • creating a positive and motivated team culture

Requirements

  • Leadership skills
  • First class customer service skills
  • KPI awareness
  • Organisational skills
  • Problem-solving ability
  • Knowledge of hotel policies and procedures
  • Systems experience
  • Flexibility

Nice to have

Previous experience using a PMS such as Opera or similar being an advantage

What we offer

  • Industry leading training and leadership development opportunities
  • Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage
  • Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
  • 24/7 access to our employee assistance programme
  • Uncapped incentives to reward you for your contributions
  • Staff meals on duty
  • Competitive salary
  • Free staff parking
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