Duty Manager - Brighton i360

Nightcap Group; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading hospitality firm in the UK is seeking an experienced Duty Manager to oversee day-to-day operations at Brighton i360. The role requires strong operational leadership, decision-making skills, and a thorough understanding of health and safety standards. The ideal candidate will provide excellent customer service and lead a vibrant team. Benefits include a £13.50 hourly rate plus service charge and discounts across venues.

Benefits

50% discount on food and drink

£10,000 life assurance

Deals and discounts via our portal

Qualifications

• Proven experience in an operational or supervisory role within a visitor attraction, leisure, or hospitality environment.
• Strong leadership, decision-making, and conflict-resolution abilities.
• Full understanding of UK health & safety standards and emergency procedures.

Responsibilities

• Oversee day-to-day operations across all visitor zones.
• Serve as primary contact for emergencies and coordinate incident responses.
• Lead briefings and debriefings for front-of-house and support staff.

Skills

Operational leadership

Conflict resolution

Customer service orientation

Team leadership

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Benefits

• We expect to offer a hourly rate of £13.50 + Service Charge
• An amazing 50% discount on food and drink across all our awesome venues.
• £10,000 life assurance to support your loved ones if the worst happens.
• Deals and discounts with a wide range of businesses through our discount portal.
• Early access to your pay through Wagestream.
• Access to our Employee Assistance Program (EAP) which provides consultation sessions on mental health, well-being and finance, grants, and any other needed support.
• Training and development opportunities. We're invested in your success during your time with us!
• Fun and vibrant working environment with a fantastic team.

About Brighton i360

Brighton i360 is one of the UK's most unique attractions, offering stunning views of the South Coast from our iconic observation tower. Alongside our world-renowned Sky Bar, our vibrant beachside event spaces, cafes, and bars serve thousands of visitors every week. We are now looking for an experienced Duty Manager to lead and support our incredible team.

Key Responsibilities

Operational Leadership

• Oversee day-to-day operations of all visitor zones, including observation decks, boarding platforms, retail, café, and public areas.
• Manage staffing levels and shift schedules to ensure full coverage at all times.
• Coordinate with teams across departments (technical, retail, ticketing, hospitality).

Health & Safety and Emergency Management

• Conduct and oversee daily health and safety checks-ride systems, fire safety protocols, evacuation routes, etc.
• Act as the primary point of contact during emergencies; coordinate incident response with technical staff and external services.
• Ensure compliance with relevant UK regulations

Guest Experience Excellence

• Serve as on-site escalation contact, responding to guest feedback and complex enquiries to maintain high satisfaction.
• Proactively monitor visitor flow to ensure a seamless and enjoyable guest experience, including during peak times.

Team Leadership & Communication

• Lead briefings and debriefings for front-of-house and support staff.
• Provide ongoing support and guidance to team members, promoting high performance and positive morale.
• Deliver clear and timely handover communication to subsequent shift managers.

Reporting & Administrative Duties

• Record operational data: visitor numbers, incidents, maintenance notes, daily summaries.
• Generate reports for management outlining key performance metrics, concerns, and opportunities.

Collaboration & Event Support

• Assist cross-functional teams during special events, VIP visits, marketing promotions, or private hire occasions.
• Liaise with external suppliers or partners as required for smooth execution of events or facility maintenance.

Qualifications & Experience

• Proven experience in an operational or supervisory role within a visitor attraction, leisure, or hospitality environment.
• Strong leadership, decision-making, and conflict-resolution abilities.
• Full understanding of UK health & safety standards and emergency procedures.
• Excellent customer service orientation, with strong communication skills and composure under pressure.
• Ability to work flexible hours, including weekends, evenings, and shifts.

Skills & Attributes

• Technically minded, comfortable overseeing mechanical systems and troubleshooting basic issues.
• Exceptional organizational and multitasking ability.
• Team-focused, approachable, and driven by quality service.