Hotel Duty Manager

Crisis is the national charity for people experiencing homelessness. We have embarked on our 10-year strategy for ending homelessness. We know it is not inevitable. We know together we can end it.

Location: On site at a Crisis hotel in East London (exact locations to be provided on successful appointment)

Contract type: Locum

Salary: £20 per hour and £30 per hour on Bank Holidays - 25, 28 Dec and 1 Jan

Start date: Shifts between 21 Dec and 12 Jan. Must be available for an induction day w/c 14 Dec, which will include a site visit.

Hours: Shifts are inclusive of an unpaid 30-minute break and staff will work either a morning, afternoon or night shift pattern. Morning shift: 09:00 - 16:00, Afternoon shift: 15:00 - 22:00, Night shift: 22:30 - 08:30

Applications close at 9am on Friday 13 November. We reserve the right to close applications early in the roles are filled.

About the role

The Crisis at Christmas hotels are open from 21st December 2026 - 12th January 2027, providing accommodation, food, warmth and vital services for rough sleepers over the Christmas period. The aim is to provide positive outcomes and move-on options for guests. Each guest is assigned a dedicated caseworker who will work with them on a move-on plan and support them to engage with other relevant services.

Part of the Duty Manager role, with support from Crisis, is to manage the safety of guests and volunteers in the hotel environment whilst ensuring that everyone has a positive experience.

You will be responsible for escalating any serious concerns or issues to the Services Engagement Officer, Guest Services Manager, Head of Christmas and on-call managers during the Christmas period who will all be able to provide advice and guidance for any issues you may encounter on site.

To be considered for the role you must be able to be on site at the hotel in London during the Christmas period. This will include working on Bank Holidays and weekends.

About you

• Previous experience managing or working intensively in a service for rough sleepers, ideally in a hostel or accommodation environment in the homelessness or related sector.
• Experience working with and supporting clients with multiple and complex needs.
• A good understanding of the issues faced by clients experiencing homelessness.
• Ability and confidence to consult and use own initiatives to manage risk and make appropriate decisions in complex situations.
• Experience holding high-quality briefings and debriefs with multiple different audiences.
• Ability to build and manage effective working relationships with multiple different stakeholders from a range of backgrounds.
• Excellent interpersonal skills and ability to communicate effectively and confidently with a wide range of audiences.

DBS Requirements: The role involves working with vulnerable adults and so current registration on the DBS Update Service is required. Please note you will have to show a DBS certificate linked to your Update Service, the certificate must be an Enhanced Disclosure (including Children Barred List) or show a valid Enhanced DBS certificate for the child workforce that was issued in the last 12 months.

You will also accrue annual leave during this work, which will be calculated according to statutory guidelines and will be paid in your final pay slip. Holiday entitlement will be calculated as 12.07% of actual hours worked and equates to approximately £3.80 per hour for bank holidays worked and £2.40 per hour for non-bank holiday work.