Hotel Duty Manager

Dorchester Collection; Borough of Runnymede; On-site; GBP 30,000 - 45,000; Full time

Job summary

A prestigious hospitality group in the UK is seeking a Hotel Duty Manager for Coworth Park Hotel. This role involves leading Front of House operations to ensure a seamless guest experience, managing complaints, and training staff. Ideal candidates will have a hospitality degree, previous Duty Manager experience, and excellent communication skills. The position offers competitive benefits, including employee bonuses and training opportunities.

Benefits

Employee bonus scheme

Complimentary stays across hotels

50% discount at selected venues

Vibrant social events

Competitive private pension scheme

Training and development opportunities

Well-being advice access

Qualifications

• Strong customer service ethic and communication skills.
• 5 star experience in a similar role.
• Previous Duty Manager experience required.

Responsibilities

• Oversee the operation of Front of House to ensure seamless guest experiences.
• Handle guest complaints and ensure customer satisfaction.
• Responsible for team training and performance monitoring.

Skills

Communication skills

Customer service ethic

Good organization

Team player

Education

Hospitality degree

Tools

Computer Management system

Opera Knowledge

Job description

Position Overview

Join us as a Hotel Duty Manager at Coworth Park Hotel, recently recognised as one of The Sunday Times Top 10 Best Places to Work for in 2024. We continually strive to build and nurture a culture where inclusiveness is part of our DNA, reflected in our values of passion, personality, respect, working together, and creativity. We believe that a variety of perspectives enriches our culture and drives our success.

We care about your career and are known for having the absolute best people in the industry. When you join us as a Hotel Duty Manager you start a unique opportunity to become celebrated as the very best in your field. You'll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.

What you'll get

As a Hotel Duty Manager at Coworth Park, here are just some of the great benefits you will receive:

• Fantastic Employee bonus scheme and Excellent Service charge
• Complimentary stays including breakfast across the Dorchester Collection Hotels
• 50% F&B discount at selected bars and restaurants within the Dorchester Collection
• Vibrant Social events that bring employees together including a Winter ball
• Amazing benefits such as discounts in various high street and online shops, enhanced family leave entitlements and competitive Private Pension Scheme
• Apprenticeship, training and development opportunities
• Up to £1000 bonus when you recommend a friend
• access to immediate well being advice, because We Care about our employees

What you'll do

You'll love what you do and take pride in delighting our guests:

• Duty Manager responsibilities – to oversee the running of Front of House in order to ensure a smooth operation in all Front of House areas and ensuring guests receive seamless experiences.
• Ultimately responsible for the provision of a seamless guest experience.
• Offer support and guidance to the team in order to ensure all team members work as one team to produce an intuitive and seamless service delivery according to all CP standards.
• Handle and oversee complaints ensuring appropriate action is taken to resolve these and ensure customer satisfaction. Log all incidents and follow up with the General Manager and the guest.
• Attend meetings when necessary including the daily morning meetings.
• Ensure a lobby presence at all times especially peak times. Greeting and meeting with guests. Ensuring all VIP Guests are met.
• High engagement with guests throughout their stay to make them feel at home and create the warmth of Coworth Park. In addition promoting hotel services and facilities.
• Responsible for the training and performance of the team, ensuring this is carried out and monitored on a daily basis.
• Daily reporting including nightly reports when required
• Run end of day using the hotels operating system when required
• Create daily briefing sheet
• Send out report pack to HOD’s
• To coordinate with all hotel departments by anticipating and communicating guests needs.
• Daily Inspection of Front of House / Back Office areas and guest rooms.
• Following up on guest complaints and queries from the day
• Live our values on a daily basis through being a Coworth Park brand ambassador.
• Comply with all statutory and company health and safety, fire, bomb and security regulations
• Ensure job required certificates are kept up to date
• Along with your main duties you may be asked to complete other tasks as and when necessary and reasonably required
• You may on occasion be required to adjust your hours of work to cover the hotel needs
• The items shared are the essence of a day in the life of a Guest Service Manager, but we’ll make sure you are provided with specifics on how we care for our hotel

What you'll bring

Our values of, Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Hotel Duty Manager you’ll have the opportunity to bring these to life and continue to create our legacy.

• Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service ethic.
• English is the primary language used in our hotel. You can comfortably communicate in this language.
• Hospitality degree
• 5 star experience
• Previous Duty Manager experience
• Computer Management system
• Customer orientated
• Good written and spoken English
• Good organisation
• Team player
• Opera Knowledge is desirable
• Full and Clean Driving Licence