Hotel Duty Manager - Front Desk & Guest Experience

Bloc Gatwick; Crawley; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Uniform provided

Discounted employee friends & family %

Food and beverage discounts

Christmas gifts and employee parties

Introduce a friend scheme

Cycle 2 work scheme

UK attraction discounts @ Merlin Enter

Taste card

Life assurance scheme

Wage stream

Employee assistance programme

Arora star employee recognition

Long service recognition award

Job summary

Bloc Gatwick is seeking a Duty Manager to supervise the hotel team and ensure exceptional guest service. You will lead the front desk on a day-to-day basis and manage check-in/check-out, guest requests, and payment processing using the PMS system.

This role requires strong English communication, excellent organisation, and a calm, proactive manner under pressure. Experience in a hotel environment is advantageous, and uniform is provided by the employer.

Qualifications

• Experience in a similar hotel role is advantageous.
• Opera PMS experience is a plus.
• Excellent communication skills in English (written and spoken).

Responsibilities

• Deliver exceptional customer service at all times.
• Handle guest complaints promptly and apply appropriate service recovery while the guest is present where possible.
• Support reception team members with guest requests, ensuring timely responses.
• Maintain high standards of cleanliness and presentation in all front-of-house areas, resolving maintenance issues where necessary.
• Supervise reception operations including check-in/check-out, use of the PMS system, and payment processing.
• Monitor team performance.
• Communicate guest feedback, special requests, events, VIP arrivals, and maintenance issues to the relevant teams.
• Maintain hotel security through regular checks and attend required meetings and training (including first aid).
• Work collaboratively with other departments, assist with training, and support maintenance or cleaning tasks when required.

Skills

Excellent communication

Strong organizational skills

Multi-tasking

Calm under pressure

Written and spoken English

Professional appearance

Team player

Tools

Opera PMS

Job description

Bloc Gatwick is seeking a Duty Manager to supervise the hotel team and ensure exceptional guest service. You will lead the front desk on a day-to-day basis and manage check-in/check-out, guest requests, and payment processing using the PMS system.

This role requires strong English communication, excellent organisation, and a calm, proactive manner under pressure. Experience in a hotel environment is advantageous, and uniform is provided by the employer.