Duty Manager

Leonardo Hotels; Newcastle upon Tyne; Hybrid; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Special hotel rates across Leonardo

Training and development programs

Wellbeing and recognition schemes

Job summary

Leonardo Hotels in Newcastle Quayside is seeking a Duty Manager to lead guest-focused operations and manage hotel departments in line with brand standards. You will support senior management, drive guest satisfaction, and participate in ongoing training programs to develop the hotel team.

You will foster a proactive leadership style, manage prioritised tasks, and ensure compliance with health and safety regulations while maintaining strong guest relations and service excellence.

Qualifications

• Experience in hotel operations and guest care.
• Knowledge of SOPs and standards.
• Awareness of Health & Safety regulations and related procedures.

Responsibilities

• Drive and deliver exceptional guest care at all times.
• Assist with the management of hotel operations across departments.
• Maintain clear communication to aid team development.
• Ensure prompt resolution of guest complaints and respond to reviews.
• Adhere to Health & Safety regulations including HACCP and COSHH.

Skills

Guest service

Team leadership

Communication

People development

Job description

## Duty ManagerApply: GTI - Leonardo Hotel Newcastle Quayside: Full time: Posted 23 Days Ago: JR105654Be Yourself – Be a Bold Team Player – Be Leonardo Once you’re part of the team, you’re part of the Leonardo community of over 55 hotels across the UK & Ireland!**Main Tasks** • Drive and deliver exceptional guest care at all times • Assist with the management of the team by maintaining great communication and sharing knowledge to aid team members’ development • Assist with the management of the hotel operation in each department as required, with knowledge of relevant SOPs and standards • Aim for high guest satisfaction at all times - offer exceptional guest care, ensure prompt resolution of customer to any complaints and respond to reviews • Have an awareness of Health & Safety legislation and implications including HACCP and COSHH, with knowledge of all emergency procedures • Support HODs with basic ER, training and recruitment • Assist with problem resolution across all areas • Adhere to Company policies, procedures and relevant legislation at all times - including, but not limited to, Data Protection and Health and Safety regulations • Utilise all relevant systems correctly to complete tasks in a timely manner • Complete any other reasonable request made by a member of the senior management team Person Specification • Develop a unique style focused on providing exceptional guest service and overall success for the hotel and wider business • Naturally confident leader with a friendly, lead-by-example work style; willing to inspire and grow operational teams • Confident working within brand guidelines to deliver consistent results • Positive approach to handling multiple challenging priorities and assignments • Genuine passion for engaging, nurturing and developing individuals • Adaptable to change and resilient • Patient and understanding Measurable Performance Indicators • Demonstrating the Company vision, mission and values when interacting with colleagues and guests • Fulfilment of the job skills checklist • Aspire to exceed hotel revenue goals • Achieving agreed KPIs • Engagement, wellness, development and performance of the team • Customer satisfaction scores e.g. Booking.com • Regular review meetings with line manager • Departmental meetings and individual review meetings with the team Ongoing Learning • GROWonline BELONG induction and development courses • Management induction • Monthly technical Academy for management • The People Programme • Passion 4 People programme • ‘Come Join Us’ Guest Care training • Opportunity to apply for internal development programmes, such as: o ‘My Ops’ Duty Management training o ‘Fast Forward’ Management Development programme o ‘Accelerate’ Development programme o Level 4 Apprenticeships in Hospitality Management NOTE: The learning opportunities listed above are correct at the time of issue and are subject to change. You must speak with your line manager if you are interested in pursuing any training courses or programmes.Some of the perks our Duty Manager could enjoy include:* Special rates on Leonardo Hotel rooms across the UK & Europe* Company-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shops* Talent referral scheme* Thank You Week: from ice cream trucks to yoga classes and lots in between!* Wellbeing Calendar* Ongoing job-related training programmes with clear paths for progressionWe’re committed to creating a workplace where every individual—regardless of background, identity, or lived experience—is welcomed, valued, and respected for who they are. Belonging means embracing our differences and ensuring everyone feels seen, heard, and empowered.Why come join us as a Duty Manager?We look after our colleagues just as well as we look after our guests. Our regular Learning Bites, “Come Join Us Guest Care” training and Wellbeing webinars all help your progress with us. With support on tap, top-notch practical training and clear progression you’ll be on track for a brilliant future in Hospitality!