Duty Manager

The Twenty Two is a luxury lifestyle hotel based in London. Our newest property, set within the former Margaret Louisa Home in New York City’s Union Square, offers an all-day public restaurant and a private members’ club.

We are looking for a Duty Manager to join our NYC team. This role is ideal for candidates who are customer service oriented. Front desk experience is a plus.

Overview

The Duty Manager oversees all aspects of the Front Office operations, ensuring a seamless and memorable guest experience from booking to check-out. This role is responsible for managing a team of Guest Relation Associates, as well as oversight of larger Front Office team.

AFOMs are responsible for overseeing reservations, room assignments, guest inquiries, concierge requests, as well as handling any guest complaints or issues that may arise.

General Responsibilities

• Manages the day-to-day operations of the Front Office.
• Leads, engages and inspires the Front Office team to consistently deliver outstanding levels of intuitive, luxury led, lifestyle service.
• Interacts with all guests before, during and after their stay, enhancing relationships, providing unforgettable experiences and building brand loyalty
• Intuitively responds and handles any guest issues that may arise with empathy, tact, diplomacy and confidentiality. Implementing appropriate service recovery gestures to ensure the expected service leaves are maintained.
• Attends all morning meetings, and other appropriate operational meetings, conveying appropriate information and ideas in an engaging manner, taking notes and communicating any relevant information to the Front Office team effectively and timely
• Maintains proficiency in our operational systems including Opera Cloud, Alice, Fourth Hospitality, Micros, etc. and train the Front Office accordingly on these systems
• Trains and manages Front Office staff, ensuring they adhere to hotel policies and procedures.
• Monitors guest satisfaction levels and respond promptly to any guest complaints or issues.
• Oversees the reservation process, ensuring accuracy and efficiency in booking procedures.
• Maintains an organised and efficient front desk area, including managing guest check-in/check-out processes, room assignments, and key distribution.
• Collaborates with other hotel departments, such as housekeeping and maintenance, to ensure smooth operations and guest satisfaction.
• Implements and enforces hotel policies and procedures, including safety and security protocols.
• Prepares and analyses reports on front office operations, including occupancy rates, revenue, and guest feedback.
• Maintains a broad cultural awareness and understanding as to provide holistic service to global clientele.
• Ensures all amenities are properly prepared and correctly distributed.

Requirements

• Minimum 2 years of hotel management experience in a luxury setting.
• Strong leadership skills with the ability to work independently and make critical decisions under pressure.
• A guest-first mindset with a passion for delivering outstanding hospitality.
• Experience with Opera (PMS).
• Strong problem-solving skills, attention to detail, and the ability to multitask.
• Flexibility to work weekends and holidays as required.
• Handle late check-ins, early departures, and guest inquiries with professionalism and discretion.
• Proactively anticipate guest needs and resolve any issues promptly, ensuring a seamless stay.
• Maintain a strong presence in the lobby and public areas, embodying The Twenty Two’s commitment to hospitality.

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The Twenty Two is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at The Twenty Two are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.

Pay: $70,000.00 - $73,000.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Paid time off
• Vision insurance

Work Location: In person