Hotel Duty Manager

Merlin Entertainments Group; Greater London; On-site; GBP 28,000 - 30,000; Full time

Job summary

An established industry player is seeking a dynamic Hotel Duty Manager to enhance the guest experience at a premier hotel. This role involves overseeing all aspects of hotel operations, ensuring top-notch service standards, and leading a dedicated team. You will be the face of the hotel, resolving issues and optimizing guest satisfaction. With a competitive salary and a range of exciting benefits, this position offers a fantastic opportunity to grow in a vibrant environment where your contributions truly matter.

Benefits

28 days holiday

Merlin Annual Passes

Merlin Magic Pass

Company bonus

Private pension scheme

40% discount off LEGO

25% discount in retail shops

Ongoing training and development

Qualifications

• 2-4 years of management experience in customer service.
• Smart, approachable, and capable of resolving difficult situations.

Responsibilities

• Oversee hotel guest experience and ensure seamless communication.
• Take ownership of guest experience issues and implement solutions.

Skills

Customer Service

Management Experience

Safety and Security Procedures

Communication Skills

Microsoft Office Proficiency

Job description

What you'll bring to the team

Location:Chessington World of Adventures, Leatherhead Road, KT9 2NE

Here at Chessington World of Adventures we are recruiting for a Hotel Duty Manager to join our Front Office team.

In this role, you will oversee all aspects of the hotel guest experience, working with other Hotel Duty Managers to achieve seamless communication between the Hotel and the Resort, providing hands-on guidance and support where necessary.

Reporting to the Hotel Front Office Manager, you will be responsible for the aesthetics, operation, and functionality of all aspects of the hotel product and guest amenities. You will work to achieve the alignment of service standards and operating procedures, focusing on optimising efficiency and convenience for all hotel guests.

You will take ownership of any negative impacts on the guest experience and work together with Hotel Leadership Team to make the changes necessary to prevent any reoccurrence. You will also demonstrate the ability to resolve difficult situations, resulting in a positive outcome.

You will be required to work 40 hours per week, a mixture of early shifts (7am-3pm) and late shifts (2pm-10pm) so full flexibility is needed.

Qualifications & Experience

• Smart and approachable, have proven experience in front line customer service, a true people’s person, willing and able to roll up your sleeves and get stuck in
• 2-4 years of management experience, or progressive growth in a customer service orientated role is preferable
• Knowledge and understanding of safety and security procedures
• Used to leading from the front, confident enough to make informed decisions
• Great communication skills
• Proficient in Microsoft Office

Benefits

• A competitive annual salary of up to £30,000
• 28 days holiday (including bank holidays)
• 'Enjoy the Ride' Merlin Annual Passes- 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year’s service
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in retail shops and restaurants
• Ongoing training and development opportunities
• Plus many more…

Pay Range

Compensation between GBP £28,386.80/Yr.-GBP £30,000.00/Yr.