Guest Experience Duty Manager, 4-on/4-off Schedule

Royal Garden Hotel Limited; England; On-site; GBP 26,000 - 38,000; Full time

Job summary

The Royal Garden Hotel Limited is seeking a Duty Manager to oversee day-to-day hotel operations, focusing on guest service across Front Office, Food & Beverage, Guest Services and public areas.

You’ll act as on-duty senior manager, be highly visible to guests, coach team members, analyse the guest journey, handle feedback and incidents, and liaise with Engineering and Security to maintain safety and standards.

Qualifications

• Proven experience in hotel operations, ideally across Front Office and F&B.
• Hotel PMS experience, ideally Opera PMS.
• Excellent oral and written communication skills.
• Ability to work well under deadline pressure.
• Excellent interpersonal skills and understanding of professional ethics and decorum.
• Able to adapt to audiences from different cultures and origins.

Responsibilities

• Act as the senior manager on duty, overseeing hotel operations across Front Office, F&B and public areas.
• Be highly visible to guests, creating a warm, reassuring presence and resolving issues efficiently and empathetically.
• Support and coach team members across departments, stepping in during busy periods or operational challenges.
• Lead the delivery of our guest experience philosophy, recognising that no two guests are the same.
• Analyse the guest journey from arrival to departure, identifying opportunities to improve service at every touchpoint.
• Handle guest feedback, incidents and complaints calmly and professionally, turning challenges into positive outcomes.
• Liaise closely with Engineering and Security teams, reporting maintenance issues, hazards and incidents in line with legal and health & safety requirements.
• Ensure hotel security standards are maintained, dealing appropriately with unauthorised access, disruptive behaviour or incidents.
• Maintain accurate records of incidents and ensure confidentiality and data protection at all times.

Skills

Hotel operations

PMS experience

Communication skills

Deadline pressure

Interpersonal skills

Cultural adaptability

Tools

Opera PMS

Job description

The Royal Garden Hotel Limited is seeking a Duty Manager to oversee day-to-day hotel operations, focusing on guest service across Front Office, Food & Beverage, Guest Services and public areas.

You’ll act as on-duty senior manager, be highly visible to guests, coach team members, analyse the guest journey, handle feedback and incidents, and liaise with Engineering and Security to maintain safety and standards.