Duty Manager

Apex City of Bath Hotel; Bath; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

20.5 days holiday

Training and development

Employee events

Gym and pools access

Meal allowances

Employee assistance programme

Referral bonus

Discounts on restaurants

Cycle to Work Scheme

Discounted room rates

Job summary

Apex City of Bath Hotel in Bath is seeking a Duty Manager to lead the front desk team, ensure exceptional guest experiences, and manage hotel operations during peak periods.

You will drive service standards, support training and development, and maintain brand standards across public areas while handling emergencies with calm leadership.

Qualifications

• Experience in hotel front desk or supervisory/management role.
• Strong customer service and guest experience mindset.
• Ability to coach, develop and lead a team.

Responsibilities

• Be present in lobby and reception during peak times and support your team.
• Promote selling culture amongst the FO team, review results daily.
• Lead reception team and porters to deliver exceptional arrival and departure experience.
• Monitor and maintain safe and secure working environment for all hotel colleagues and guests.
• Respond to guest feedback and update guest profiles accordingly.

Skills

Front office leadership

Guest service focus

Emergency response

Team communication

Job description

As Duty Manager you will be responsible for ensuring the team delivers an effective and enjoyable experience to all guests. You will assist in leading the reception team to deliver high levels of quality and act as the main point of contact for all hotel emergencies. Working collaboratively across all hotel departments, you will ensure the seamless delivery of services throughout the guest journey while maintaining a visible leadership presence across the hotel. You will also support the training and development of colleagues, helping to drive service standards and create memorable guest experiences. Your responsibilities will include:

• Be present in lobby and reception during peak times and support your team
• Promote selling culture amongst the FO team, review results daily
• Lead reception team and porters to deliver exceptional arrival and departure experience, complete regular quality checks
• Monitor and maintain safe and secure working environment for all hotel colleagues and guests, resolve and report any issues
• Act on all guest feedback, positive and negative. Respond to Guest reviews and update guest profiles accordingly.
• Ensure all pre- and post stay communication is sent to applicable guests
• Ensure compliance with all Apex financial, privacy, data security and H&S procedures
• Maintain correct records & communications so they can be tracked effectively
• Proactively manage poor performance and act as a role model for your team
• Liase with Housekeeping management on daily basis to ensure outstanding guest experience
• Plan and communicate VIP arrivals to hotel team
• Walk about of the property and picking up on details which require attention as well as Health & Safety matters which need action.
• Support other operational departments during peak periods to ensure service excellence is maintained across the hotel.
• Lead effective shift handovers and team briefings to ensure clear communication across departments.
• Support the onboarding, training and ongoing development of team members to ensure they are fully equipped to deliver exceptional guest experiences.
• Maintain brand standards throughout public areas of the hotel and proactively identify opportunities for improvement.
• Anticipate guest needs and take proactive action to exceed expectations wherever possible.
  

  As a Duty Manager, you will have excellent attention to detail in order to provide consistent standards. This is a vital role in the function of the hotel and ultimately the service provided to our guests before, during and after their stay. You will love chatting to our guests offering help and assistance, you will be a great multi-tasker, you will be efficient at solving guest enquiries and you will always have a smile for our teams and guests. We want you to be yourself here, bringing your infectious personality which helps make Apex who we are.

You will be a confident and approachable leader who enjoys developing others and working collaboratively with colleagues across the hotel. You will have a genuine passion for delivering exceptional guest experiences, take ownership of challenges, and remain calm and professional when dealing with operational issues or emergencies. On your first day you will begin a structured 12 week learning journey, giving you the skills, knowledge, and confidence to be a great Duty Manager. With this in mind, we are looking for a Duty Manager who:

• Can deliver excellent standards
• Uses initiative
• Is self-aware and able to evaluate their own work
• Has a customer service attitude
• Has the ability to multi-task and provides excellent attention to detail
• Holds a genuine desire to provide a Warmer Welcome to our guests
• Already has hotel front office experience or has worked at a supervisory or management level
• Has the ability to coach, support and develop others.
• Works collaboratively across departments to deliver seamless service.
• Is proactive, organised and takes ownership of their responsibilities.
• Can confidently manage guest concerns, operational challenges and emergency situations when required.

You’ll be welcomed into Apex Hotels with genuine warmth as you join us as a Duty Manager in Bath. From your very first day, you'll be part of a team that truly cares, where people feel valued, included, and connected. We love individuality - it's what brings the spark, the curiosity, and the human touch to every interaction., This is an exciting opportunity to play a key role in the day-to-day operation of the hotel, supporting both guest satisfaction and colleague development. Through visible leadership, operational excellence and a passion for hospitality, you'll help create the warm, memorable experiences that define Apex Hotels.

Come and join our team, guided by our values of trust, friendliness, teamwork, and passion - the good stuff that makes hospitality feel effortless. Here, you'll shine in your own way, creating joyful moments that lift the everyday. Please note, this role does not meet the requirements for sponsorship under the Skilled Worker visa route., Apex City of Bath Hotel joins our other nine city centre hotels in the UK. This four-star hotel in Bath is centrally located in the historic UNESCO world heritage city and will offer unique style, comfort and exceptional service.

You will meet great people, have fun at work, develop new friendships, learn new skills, and of course you will also receive a competitive rate of pay and a generous range of employee benefits which includes:

• 20.5 days holiday based on 4 on 4 off shift pattern
• Training and development from day one
• Employee events and celebrations
• Inhouse company interactive employee communication APP
• Entry to our state-of-the-art gym and pools
• Healthy meals to enjoy while you're working.
• Access to an external Employee Assistance Programme
• Financial Wellbeing App, allowing you the flexibility to get paid earlier than your normal monthly pay date.
• £200 referral bonus when your friends or family join the team.

Following your first successful 3 months, you'll also receive …

• Access to our discounts and wellbeing platform "Treat Yourself Here", unlocking savings and experiences for you and your family.
• Involvement in our employee recognition schemes
• Long service recognition
• Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two
• 50% discount in our restaurants
• Cycle to Work Scheme
• Discounted room rates for employees, friends, and family
• Spa treatments and product discounts
• Life Assurance cover