Duty Manager

Job Summary

• Hours of Work: The hour necessary to complete the functions of the job to ensure the smooth management of the hotel operation. Generally 40 per week across Days, evenings and weekends.
• Reporting Structure: Responsible to General Manager, and Head Office. Responsible for all team members.

Guest Experience & Customer Relations

• Ensures that guests have a smooth-running stay at the hotel, acting as a highly visible ambassador to elevate every touchpoint of the guest journey.
• Maintains close relationships with guests throughout their stay in order to foster loyalty, proactively seeking feedback to continuously improve the hotel experience.
• Anticipates guests’ needs and takes them into consideration, identifying opportunities to surprise and delight visitors during their stay.
• Handles guests’ complaints if they have not been dealt with by the team members and provides a rapid solution.
• Conveys the hotel’s image, ensuring that all public areas, dining rooms, and event spaces consistently reflect premium brand standards.

Commercial, F&B, & Events Sales

• Increases revenue through his/her sales efforts and by managing rooms revenue effectively, while aggressively driving F&B and Event sales during check-ins and show-arounds.
• Trains the team to use and apply sales pitches, equipping staff with the knowledge and confidence to upsell Breakfast, Dinner and meeting space hire.
• Collaborates directly with marketing and events teams to actively promote seasonal F&B offers, wedding packages, and corporate event spaces to in-house guests.
• Manages and monitors the hotel’s pricing in conjunction with the Reservations Manager or General Manager, incorporating promotional packages for dining and venue hire.
• Sets the daily occupancy and average room rate targets for the team, alongside establishing daily F&B cover and revenue targets.

Operations & Team Leadership

• Manages and motivates front office teams to provide high-quality services for guests.
• Develops employees’ motivation and team spirit by creating a good working atmosphere, leading daily briefings to communicate daily F&B specials, VIP arrivals, and event schedules.
• Ensures that guest documentation and information is available and up-to-date, explicitly including all current F&B menus and event brochures.
• Prepares and/or checks work schedules in line with activity forecasts, ensuring adequate staff coverage is available for busy dining periods and event setups.
• Applies and ensures application of the hotel’s security regulations, and ensures that the workplace remains clean and tidy.
• Manages team members on the shift and ensures the general running of the hotel in all areas.
• To remain flexible and assist across other hotel departments, undertaking any additional tasks or responsibilities as reasonably requested by the company to ensure smooth operations and a seamless guest experience

Pay: From £26,436.80 per year

Benefits:

• On-site parking

Work Location: In person