Duty Manager

Bloc Gatwick; South Harting; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Uniform provided

Discounted staff hotel rates

Food & beverage discounts

Christmas gifts & employee parties

Cycle to work scheme

Life assurance scheme

Employee assistance programme

Merlin Entertainments discounts

Taste Card

Long service recognition

Job summary

Bloc Gatwick is seeking a Duty Manager to supervise the hotel team and ensure exceptional guest service, while leading the front desk operations on a day-to-day basis. You will deliver high standards of service, handle guest requests and complaints, and work closely with other departments to ensure smooth operations.

The role emphasizes strong communication, organization, and team leadership. A customer-focused mindset and a professional appearance are essential, with experience in a hotel

Qualifications

• Experience in customer-facing hotel roles is preferred.
• Strong communication and organizational skills are essential.

Responsibilities

• Supervise hotel team to ensure exceptional guest service.
• Lead front desk operations and manage day-to-day processes.
• Handle guest requests and complaints with professional service recovery.
• Maintain cleanliness and presentation across front-of-house areas.
• Coordinate with departments for guest experiences and events.

Skills

Guest service

Front desk supervision

Team leadership

Communication

Tools

Opera PMS

Job description

Salary – £29,702

Holiday – 28 days holiday, enhanced after 5 years of service.

But there’s more...

• Uniform provided

• Discounted employee friends & family rates at Arora Hotels.

• Food and beverage discounts.

• Christmas gifts and employee parties.

• Introduce a friend scheme.

• Cycle 2 work scheme.

• UK attraction discounts @ Merlin Entertainments.

• Taste card.

• Life assurance scheme.

• Wage stream.

• Employee assistance programme.

• Arora star employee recognition.

• Long service recognition award.

About us...

Bloc Hotel Gatwick is ideally situated for both terminals, just a few short steps from the South Terminal departure lounge. We offer our guests a new way to short stay through the ingenuity of our design and views of the world’s most efficient single-runway airport. No other hotel will get you closer to your flight.

A bit about what you will do...

As a Duty Manager for Bloc Hotel, you will supervise the Hotels team to ensure exceptional customer service is delivered to guests consistently, and the front desk operation is smoothly lead on a day-to-day basis.

• Deliver exceptional customer service at all times.
• Handle guest complaints promptly and apply appropriate service recovery while the guest is present where possible.
• Support reception team members with guest requests, ensuring timely responses.
• Maintain high standards of cleanliness and presentation in all front-of-house areas, resolving maintenance issues where necessary.
• Supervise reception operations including check-in/check-out, use of the PMS system, and payment processing.
• Monitor team performance.
• Communicate guest feedback, special requests, events, VIP arrivals, and maintenance issues to the relevant teams.
• Maintain hotel security through regular checks and attend required meetings and training (including first aid).
• Work collaboratively with other departments, assist with training, and support maintenance or cleaning tasks when required.

More about you...

• Providing a high-quality service comes naturally to you.

• Strong organizational skills and attention to detail.

• Very good at multi-tasking and remaining calm under pressure.

• Excellent communication skills with a high standard of written and spoken English.

• A smart and professional appearance.

• You value being part of a team and supporting your colleagues.

• Most of all, you have an approachable, positive, and proactive manner.

• Experience in a similar role within hotel is a significant advantage.

• Opera PMS experience is a plus.

Grow with us...

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.