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Duty Manager
Assistant Manager – Front Office (Duty Manager)
Salary: £35,213 + Tronc Location: Andaz London Liverpool Street
About Andaz London Liverpool Street
Join Andaz London Liverpool Street, a five-star lifestyle hotel nestled in the heart of trendy East London—just steps from Liverpool Street Station. This vibrant hotel offers:
- 267 contemporary guestrooms and suites
- Diverse dining options, including a brasserie, café bar, wine lounge, gastropub, and relais & châteaux Japanese restaurant
- 14 exclusive meeting & event spaces, such as the historic 1901 Ballroom and the Masonic Temple—rich in character and heritage
At Andaz ("style" in Hindi), colleagues thrive in an environment that values authenticity, personal connection, and exceptional guest experiences.
Key Responsibilities
As Assistant Manager – Front Office (Duty Manager), your role encompasses leadership, guest service excellence, and operational coordination. Key duties include:
Guest Experience & Complaint Handling
- Take lead on daily guest complaints, liaising with the team on recovery and compensation strategies.
- Ensure consistently five-star service across all guest touchpoints.
Front Office Operations & Supervision
- Oversee all Front Office functions during your shift, ensuring seamless execution.
- Supervise and train supervisors, Hosts, Guest Services Agents, and Door Hosts.
- Monitor and assist with daily tasks, including:
- Managing credit limits and ensuring open folios are up to date and closed.
- Reviewing arrival lists and allocating rooms based on guest preferences, length of stay, and notes.
- Handling group arrivals, preparing allocations according to group agendas.
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Team Development & Performance
- Collaborate with Managers to optimise departmental goals in Customer Service, Upsell, and Enrollments.
- Work closely with the Assistant Front Office Manager and Guest Relations Manager to deliver exceptional service.
- Conduct on-the-job training and provide constructive feedback.
- Mentor team members through regular check-ins (e.g., buddy chats) to support performance improvement and Individual Development Plans (IDPs).
Safety & Emergency Coordination
- Lead during SSM situations, including:
- Fire evacuations
- Fire drills
- Other Health and Safety procedures
KPIs & Strategic Planning
- Develop and execute monthly action plans to meet Key Performance Indicators (KPIs).
About You
This role is ideal for candidates with:
- Proven experience in a Front Office role within the premium or upscale hotel segment.
- Supervisory exposure preferred.
- Exceptional communication and organisational skills.
- A proactive, guest-focused mindset.
- Ability to lead a team in a fast-paced environment, ensuring smooth operations and high standards of service.
- Strong skills in:
- Conflict resolution for guest concerns
- Coordination with multi-departmental teams
- Attention to detail
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Benefits Package
This position offers:
Lifestyle & Wellbeing Perks
- 12 complimentary nights annually across Hyatt Hotels worldwide.
- Generous discounts (up to 50%) on food, beverages, and hotel stays for colleagues, their family, and friends (from day one).
- Free monthly massages.
- Complimentary gym access.
- Free meals on duty in the colleague restaurant.
- Uniform provided and laundered at no cost.
Career & Growth Opportunities
- Headspace membership.
- Access to the Employee Assistance Programme (EAP).
- Continuous learning & development with clear career progression paths.
- Promotion opportunities across Hyatt Hotels globally.
Company Values
At Hyatt, we uphold six core values:
- Empathy – Guided by genuine care for people.
- Integrity – Honesty and ethical excellence.
- Respect – Valuing diversity and inclusion.
- Innovation – Encouraging bold experimentation.
- Wellbeing – Supporting colleagues’ health and happiness.
With 1,450+ properties in over 80 countries, Hyatt is Fortune’s 100 Best Companies to Work For—offering unparalleled growth globally.
Your Next Step
Apply today to join Hyatt and begin a meaningful career in luxury hospitality. Individuality is celebrated; opportunities are endless.
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