Duty Manager - BLG - Front of House

Bloc Gatwick - Arora Group; Crawley; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

28 days holiday

Uniform provided

Discounted staff rates

Food & beverage discounts

Employee gifts & parties

Introduce a friend scheme

Cycle to work

Merlin Entertainments discounts

Taste card

Life assurance

Employee assistance programme

Long service recognition

Job summary

Bloc Gatwick - Arora Group is seeking a Duty Manager to supervise the front desk team and ensure consistently excellent guest service. You will oversee check-in/check-out, respond to guest requests, and maintain high standards of cleanliness and presentation across the lobby and related areas.

The role requires strong communication, organisational skills, and the ability to stay calm under pressure. Experience in a similar hotel role is advantageous; Opera PMS experience is a plus.

Qualifications

• Proven ability to supervise hotel front desk operations and ensure guest satisfaction.
• Strong communication and organisational skills to manage multiple tasks.
• Experience in a similar role is advantageous; Opera PMS experience is a plus.

Responsibilities

• Deliver exceptional customer service at all times.
• Handle guest complaints promptly and apply service recovery where possible.
• Support reception team with guest requests and timely responses.
• Maintain high cleanliness and presentation in front-of-house areas.
• Supervise check-in/check-out, PMS usage, and payment processing.
• Monitor team performance and communicate feedback to relevant teams.
• Attend meetings and training, including first aid, to maintain security and standards.
• Collaborate with other departments and assist with training when required.

Skills

Customer service

Leadership

English communication

Organisational skills

Calm under pressure

Team player

Tools

Opera PMS

Job description

Salary – £ 29,702Holiday – 28 days holiday, enhanced after 5 years of service.But there’s more...Uniform providedDiscounted 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 excitingopportunities for career progression and development across our properties and brands.