Guest Experience Manager (Duty Manager)

Dalata Hotel Group; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

50% Off F&B in all properties

Employee rate on rooms (€£60)

30% off Friends & Family rate

Pension access

Performance-related bonus plan

Dalata Academy development

Free employee meals on duty

Additional annual leave days

Employee Assistance Programme

Cycle to Work scheme

Staff events and charity activities

Job summary

Dalata Hotel Group is seeking a Guest Experience Manager to lead and own the guest journey across hotel operations. You will drive outstanding guest satisfaction, coach teams, and partner with departments to deliver a seamless experience.

The role requires a proven Duty Manager background in a hotel, strong English communication, and a hands-on, guest-centric leadership style. This is an on-site position within our UK portfolio, with development opportunities through the Dalata Academy.

Qualifications

• 1+ years of experience as a Duty Manager in a hotel environment.
• Good working knowledge of food & beverage and front office.
• Proficiency in English.

Responsibilities

• Manager on duty shifts across five days per week, predominantly 2.30pm - 11pm.
• Ensure guest satisfaction across multiple departments, proactively and reactively.
• Manage multiple stakeholders within the hotel and contribute to operational management.
• Work across departments as needed with strong operational knowledge.
• Coach and train new employees to ensure confidence in roles.
• Resolve conflicts or complaints smoothly with good problem-solving.
• Cover night duty when needed for absence or holidays.

Skills

Duty Manager experience

Guest satisfaction

Interdepartmental collaboration

English proficiency

Organisational skills

First aid certificate

Fire marshal certificate

Job description

Are you a dynamic leader with a passion for hospitality? At Dalata Hotel Group, we believe that great teamwork and leadership are at the heart of hospitality. Dalata Hotel Group are currently looking for an experienced Guest Experience Manager who is eager to take ownership, elevate their teams, and drive outstanding performance while continuing to grow professionally.

In this role, you will enjoy the unique opportunity to shape the culture and success of your team and contribute to the strategy of this hotel. If you are looking for the next opportunity or move in your career in a supportive environment that values innovation and excellence, we invite you to be part of our thriving community at Dalata Hotel Group.

Benefits

• 50% Off F&B in all properties
• €/£60 employee rate on rooms for all Dalata hotels
• 30% off Friends & Family rate
• Pension access (Ask your HR Manager for local pension information)
• Performance-related bonus plan
• Development Opportunities through our Dalata Academy to support your career journey
• Free employee meals on duty
• Extra AL day for every year worked (5 days to a maximum of 5 days)
• Employee Assistance Programme
• Cycle to Work Scheme/Transport Schemes
• Staff Appreciation Initiatives, fun team-building activities and regular charity events

Your Key Duties And Responsibilities

• Manager on duty shifts accross five days per week, predominally 2.30pm - 11pm shift pattern although some early shifts may be required according to business needs.
• Ensure amazing guest satisfaction both proactively and reactively across multiple departments.
• Manage multiple stakeholders within the hotel while playing a key role in the hotel's operational management.
• Possess strong operational knowledge with the ability to work across departments as needed.
• Coach and train new employees to ensure everyone feels confident in their new roles.
• Demonstrate excellent problem-solving skills and the ability to handle conflicts or complaints smoothly.
• Night duty manager cover should the need arise due to absence or holiday cover.

What You Will Need

• 1+ years of experience as a Duty Manager in a hotel environment.
• Be a great all rounder and willing to jump into all departments to assist.
• Good working knowledge of food & beverage and front office.
• Familiarity with hospitality industry standards.
• Experience in a 4-star hotel.
• Proficiency in English.
• A guest-oriented and professional attitude.
• An outgoing personality
• Excellent organisational and time management skills.
• Solid health and safety awareness.
• First aid & fire marshall certificates and personal license holder are desirable

About Us

Dalata Hotel Group – We bring the heart of hospitality to every hotel we own and operate. We see our growth and expansion plans as a way of spreading our unique way of caring for our guests further around the world, bringing better experiences to more people. Currently, the Dalata difference can be felt at each of our hotels in Ireland, the UK, Germany & the Netherlands, and we’ll keep expanding this further, focusing on key UK cities, Dublin and Continental Europe.

Helping our people to grow and develop their careers is vitally important to us and is one of our highest priorities. We have many exciting and unique internal development programmes, each crafted to make sure our employees get the learning they need to be able to take the next step in their careers.

Dalata Hotel Group Plc is an Inclusive Employer. We actively encourage people from all backgrounds and abilities to apply to be part of our team. However, we understand everyone's needs are different; therefore, if you require any accommodations with this application process, please highlight your needs when you are completing your application process.