Guest Experience Manager (Duty Manager)

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

Benefits offered by this job

50% Off F&B

Room rate discount

Friends & Family discount

Pension access

Performance bonus

Dalata Academy

Free meals

Extra AL day

Employee Assistance

Cycle to Work

Staff events

Job summary

Dalata Hotel Group plc is seeking a dynamic Guest Experience Manager to lead hospitality teams, own guest satisfaction, and drive outstanding performance while growing professionally within a supportive environment.

This role involves on-duty shifts five days per week (2:30pm–11pm, with some early shifts as required), shaping culture, coordinating across departments, coaching staff, and resolving guest issues to uphold Dalata’s standards.

Qualifications

• 2+ years of experience as a Duty Manager.
• Experience in a 4-star or upscale hotel.
• Proficiency in English.
• Willingness to work on a shift pattern including evenings.

Responsibilities

• Manager on duty shifts across five days per week, principally 2:30pm–11pm.
• Ensure guest satisfaction across multiple departments.
• Manage hotel stakeholders and contribute to operational management.
• Coach and train new employees for confidence in their roles.
• Handle conflicts or complaints smoothly; night cover when needed.

Skills

Duty Manager

Guest Relations

Team Leadership

Customer Service

English Proficiency

Job description

Guest Experience 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:

• 2+ years of experience as a Duty Manager.
• Be a great all rounder and willing to jump into all departments to assist.
• 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 hospitalityto 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.