Guest Experience Lead (Duty Manager)

Dalata Hotel Group; Greater London; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

50% F&B discount

Staff room rate

Friends & Family 30%

Pension access

Bonus plan

Dalata Academy

Free meals

Extra annual leave

Employee assistance

Cycle to work

Staff events

Job summary

Dalata Hotel Group in London is seeking a dynamic Guest Experience Manager to lead and inspire teams across the hotel, driving exceptional guest service and a culture of excellence.

You will own guest experiences, coach staff, and collaborate across departments to deliver seamless operations. The role emphasises leadership, problem solving, and a proactive approach to guest satisfaction.

Qualifications

• 1+ years of experience as a Duty Manager in a hotel.
• Willingness to support across departments.
• Strong knowledge of food & beverage and front office.
• Excellent guest-focused, professional attitude.
• Excellent organization and time management.
• First aid and fire marshal certificates desirable
• English proficiency required

Responsibilities

• Manager on duty shifts across five days per week, predominantly 2:30pm - 11pm.
• Ensure guest satisfaction across departments.
• Manage hotel stakeholders and operational management.
• Coach and train new employees to ensure confidence in their roles.
• Demonstrate problem-solving skills and handle conflicts smoothly.
• Night duty cover when needed.

Skills

Duty Manager

Hospitality knowledge

Front office

Guest satisfaction

English proficiency

Education

Experience in 4-star hotel

Job description

Dalata Hotel Group in London is seeking a dynamic Guest Experience Manager to lead and inspire teams across the hotel, driving exceptional guest service and a culture of excellence.

You will own guest experiences, coach staff, and collaborate across departments to deliver seamless operations. The role emphasises leadership, problem solving, and a proactive approach to guest satisfaction.