Duty Manager (m/f/d)

<p><strong>The&nbsp;venue…</strong></p> <p>SOHO HOUSE BERLIN is a private members' club and hotel in a listed building in the heart of the capital. In addition to restaurants, a fitness studio, rooftop pool, in-house cinema and a spacious spa area, the hotel offers 65 rooms in various sizes, 20 flats and four lofts. In addition to Berlin and Great Britain, there are other houses in the USA, Toronto, Barcelona, Amsterdam, Istanbul and Mumbai. The SOHO HOUSE includes the concept store THE STORE X. THE STORE X is a platform for ideas and culture. The range includes fashion, art, design and also attracts a global community of creative people to 180 The Strand in London, Soho House Berlin and Soho Farmhouse in Oxfordshire. Our aim is to present a new kind of experience space that exceeds customer expectations of traditional retail and shopping.</p> <p><strong data-redactor-tag="strong">The role...</strong></p> <table width="633"> <tbody> <tr> <td width="491"> <p>The Duty Manager is responsible for overseeing the operational integrity, safety, and overall experience at Soho House Berlin during <strong>late shifts</strong> and <strong>events</strong>. As the senior leader on site during these hours, the Duty Manager ensures that all departments are working in alignment, that members and guests receive a consistently high standard of service, and that any operational or behavioral issues are identified and resolved swiftly and professionally.</p> <p>The role demands a <strong>strong presence on the floor</strong>, the ability to make quick and sound decisions, and the emotional intelligence to <strong>defuse situations diplomatically</strong>. The Duty Manager must <strong>maintain professional distance</strong> while effectively guiding the team, ensuring adherence to house rules, standards, and safety protocols. With a focus on <strong>safety, discretion, and accountability</strong>, this role bridges front-line operations and senior management—acting as the House’s security during its most dynamic hours.</p> <p>The Duty Manager serves as the senior-most leader on site during assigned shifts, ensuring the safety, security, and smooth operation of the hotel during off-peak hours. This role combines operational oversight with property protection, guest support, and team coordination. <strong>This is a full-time position with working hours from 17:00 PM to 2:00 AM.</strong></p> </td> </tr> </tbody> </table> <p><strong>Key Accountabilities...</strong></p> <ul> <li> <table width="633"> <tbody> <tr> <td style="width: 618.875px;" width="491"> <h4><strong>Operational Leadership &amp; Guest Experience</strong></h4> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Take full ownership of the House during <strong>late shifts</strong>, acting as the most senior decision-maker&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;on site.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Oversee the <strong>coordination and execution of events and activities</strong>, ensuring high service&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; standards and operational flow.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Serve as a <strong>visible leadership presence</strong> throughout the property, proactively identifying and&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; addressing potential issues before they escalate.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <strong>Support the Front Office and Housekeeping teams</strong> as needed, ensuring guest satisfaction&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; and operational continuity.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <strong>Handle guest complaints or sensitive situations</strong> with professionalism and discretion,&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; escalating when necessary.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <strong>Maintain professional boundaries</strong> with team members and guests, leading with calm&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; authority while remaining approachable and fair.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Liaise with <strong>Heads of Departments</strong> and other shift leaders to ensure smooth handovers and&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; interdepartmental communication.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <strong>Write comprehensive shift reports</strong>, documenting key incidents, decisions, and any&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; operational issues for proper follow-up.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Conduct <strong>floor walks and inspections</strong> to ensure all public and back-of-house areas are in&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; optimal condition and compliant with brand standards.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Ensure <strong>compliance with fire procedures, company policies, and guest safety measures</strong>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; at all times.</p> <h4><strong>Safety, Security &amp; Compliance</strong></h4> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Oversee the <strong>protection of hotel premises</strong>, including entrances, public areas, and outdoor&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; spaces, maintaining a secure environment for guests and staff.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Conduct <strong>regular patrols</strong> throughout the building and hotel grounds as a preventive security&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; measure.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <strong>Monitor surveillance and technical systems</strong> (e.g., CCTV, alarm panels, and technical&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; rooms) and respond appropriately to alerts or anomalies.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Manage <strong>access control</strong> for guests, visitors, and suppliers, including ID checks and ensuring&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; only authorized personnel enter restricted areas.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <strong>Enforce house rules</strong>, addressing issues such as noise complaints, inappropriate behavior, or&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; policy violations with discretion and professionalism.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Act as the <strong>first responder during emergencies</strong>, coordinating actions such as evacuations,&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; fire response, or medical incidents.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <strong>Support hotel staff in conflict situations</strong> or when dealing with unauthorized access,&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; providing leadership and immediate intervention when necessary.</p> <p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <strong>Document all incidents and actions</strong> taken using digital systems such as COREDINATE to&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; ensure accurate reporting and accountability.</p> </td> </tr> </tbody> </table> </li> </ul> <p><strong>Experience Required...</strong></p> <ul> <li>Minimum <strong>2 years of experience in hotel or hospitality management</strong>, ideally in a high-end, lifestyle, or members’ club environment.</li> <li>Strong understanding of <strong>daily hotel operations</strong>, guest experience standards, and service delivery at a premium level.</li> <li>Demonstrated ability to lead by example with a <strong>professional demeanor</strong>, maintaining appropriate distance while being fair, respectful, and approachable.</li> <li><strong>Exceptional interpersonal and conflict resolution skills</strong>; able to manage sensitive situations discreetly and effectively.</li> <li><strong>Calm, observant, and self-assured personality</strong> with the ability to stay neutral and composed in dynamic or high-pressure situations.</li> <li>Strong <strong>moral compass and sound judgment</strong>, with the ability to identify and respond appropriately to situations that are not aligned with safety, service, or ethical standards.</li> </ul> <p><strong>Security &amp; Compliance</strong></p> <ul> <li>Valid <strong>Certificate of Competence under § 34a GewO</strong>, required for performing guarding duties in public areas such as hotel entrances.</li> <li>Relevant <strong>experience in the security industry</strong>, such as property protection or patrol service—preferably within hotel settings.</li> <li><strong>Clean criminal record</strong> (police clearance may be required).</li> </ul> <p><strong>Language &amp; Communication</strong></p> <ul> <li><strong>Fluent in German and English</strong> (minimum C1 level), both spoken and written.</li> <li>Strong communication skills and a team-oriented mindset.</li> <li>Familiar with setting up and implementing SOP (Standard Operating Procedures)</li> </ul> <p><strong>Benefits...</strong></p> <ul> <li>2 paid 'Volunteer Days' per calendar year (to support charitable causes).</li> <li>Every House Membership</li> <li>Monthly movie screenings in the in-house cinema with current movies</li> <li>Weekly Yoga/Pilates classes</li> <li>50% discount on our Cowshed products</li> <li>Discounts with external providers (corporate benefits)</li> </ul> <p>We would like to point out that we will store and process your data within the scope of the application process in accordance with the provisions of the Federal Data Protection Act.&nbsp;</p> <p>&nbsp;</p>