Guest Experience Manager (Duty Manager)

Dalata Hotel Group plc; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

50% Off F&B

Employee room rate (€/£60)

Friends & Family 30%

Pension access

Performance bonus

Dalata Academy development

Free meals on duty

Additional annual leave

Employee Assistance Programme

Cycle to Work

Staff events & charity activities

Job summary

Dalata Hotel Group plc is seeking a Guest Experience Manager who will serve as Duty Manager, leading a hospitality team and driving exceptional guest experiences. The role involves managing on-duty shifts, coordinating across departments, and maintaining high standards of service in a hotel environment.

Ideal candidates will have at least 1+ year of Duty Manager experience, strong English, and a proactive, guest-oriented attitude.

Qualifications

• 1+ years of experience as a Duty Manager in a hotel environment.
• Strong guest-focused attitude and professional demeanor.
• Ability to coach, lead and coordinate multiple departments.

Responsibilities

• Manage on-duty shifts across five days, primarily 2.30pm–11pm.
• Ensure guest satisfaction across departments, proactively and reactively.
• Oversee hotel operations with cross-department collaboration.
• Coach and train new staff to ensure confidence in roles.
• Resolve conflicts and handle complaints smoothly.
• Provide night duty coverage when needed.

Skills

Duty Manager experience

Hospitality operations

English proficiency

Job description

Guest Experience Manager (Duty Manager)

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 Managerwho 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 theheartof 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.