Guest Experience Manager (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

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 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 across 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.