Hotel Operations & Guest Experience Lead (Duty Manager)

Celtic Royal Hotel; Caernarfon; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Company pension scheme

Employee discounts on accommodation, F

Job summary

The Celtic Royal Hotel in Wales is seeking an experienced Duty Manager to join the management team. You will oversee daily hotel operations during shifts, lead teams across departments, and ensure exceptional guest service is consistently delivered.

This hands-on role requires a confident leader who thrives in a fast-paced hospitality environment, with responsibilities covering front office, F&B, housekeeping, and safety compliance.

Qualifications

• Previous experience in a Duty Manager, Assistant Manager, or Supervisory role within a busy hotel environment.
• Strong leadership and people management skills.
• Excellent communication and customer service abilities.
• A proactive and solution-focused approach.
• The ability to remain calm under pressure and make effective decisions.
• Good understanding of hotel operations, including Front Office and F&B.
• Knowledge of health and safety procedures.

Responsibilities

• Oversee the daily operation of the hotel during assigned shifts.
• Lead, motivate, and support team members across all departments.
• Ensure exceptional customer service standards are maintained at all times.
• Handle guest enquiries, complaints, and feedback professionally and efficiently.
• Conduct regular hotel inspections to ensure cleanliness, presentation, and safety standards are met.
• Support Front Office operations, including check-ins, check-outs, and revenue management procedures.
• Coordinate with Housekeeping, Food & Beverage, Maintenance, and other departments to ensure seamless service delivery.
• Ensure compliance with health and safety regulations, company policies, and licensing requirements.
• Manage emergency situations and act as the senior point of contact during shifts.
• Assist with staff training, performance management, and team development.
• Prepare operational reports and handovers for senior management.

Skills

Leadership

Communication

Customer service

Proactive

Calm under pressure

Hotel operations knowledge

Health and safety procedures

Flexibility with shifts

MS Office / hotel systems

Job description

The Celtic Royal Hotel in Wales is seeking an experienced Duty Manager to join the management team. You will oversee daily hotel operations during shifts, lead teams across departments, and ensure exceptional guest service is consistently delivered.

This hands-on role requires a confident leader who thrives in a fast-paced hospitality environment, with responsibilities covering front office, F&B, housekeeping, and safety compliance.