House Manager

Watergate Bay Hotel; Newquay; On-site; GBP 30,000 - 40,000; Full time

Job summary

A coastal hotel in Newquay is seeking an attentive House Manager to enhance guest experiences during their stay. The role includes overseeing daily operations, addressing guest feedback, and ensuring high service standards. Candidates should have management experience, strong organizational skills, and a proactive approach to team leadership. Benefits include team discounts, career development prospects, and a beautiful work environment on one of the UK's stunning beaches.

Benefits

Special rates for staff and friends

Team discounts at restaurants and treatments

Free surf lessons and equipment hire

Team assistance scheme for support

Social events throughout the year

Qualifications

• Minimum of 1 year in a management position.
• Proactive approach to leadership and customer care.
• Flexible working schedule, including weekends.

Responsibilities

• Oversee daily hotel operations across departments.
• Represent hotel management in guest-related matters.
• Coordinate special requests and special occasion stays.

Skills

Solid organisational skills

Good knowledge of customer care

A positive, proactive approach to team leadership

Confident decision-making under pressure

Excellent attention to detail

Strong communication skills

Education

Minimum of 1 year in a management position

First Aid Qualification

Pool Emergency Response training

Job description

Overview

We're looking for an attentive, organised, proactive House Manager to exceed our guests' expectations, and ensure that their experience before, during, and after their stay is the best it can be. You'll embody the spirit of Watergate Bay Hotel with your friendly, considerate manner, and oversee daily hotel operations across all areas.

Key Responsibilities

• Represent the hotel management in all guest‑related matters.
• Oversee daily hotel operations across all departments during shifts.
• Monitor guest touchpoints to ensure cleanliness, ambience and service standards are upheld.
• Assist in covering our Night Manager during holidays & sickness.
• Complete weekly booking checks to ensure room availability and dinner bookings.
• Provide hands‑on support in all Front of House operational areas during peak times.
• Carry out regular checks to ensure both front and back of house are presented to the correct expected standard.
• Personally welcome groups, VIPs, and repeat guests and be their key point of contact, ensuring special touches are organised.
• Coordinate special requests and special occasion stays.
• Review guest feedback and communicate back to teams the positives and areas of improvement.
• Address complaints, feedback and inquiries with a proactive and solution‑orientated focus.
• Proactively ensure the delivery of any guest requests across all areas of the hotel.
• Identify opportunities to surprise and delight new and returning guests and action them accordingly.
• Identify opportunities to improve guest experience across all areas of the hotel and implement an action strategy accordingly.
• Act as an ambassador for Watergate Bay Hotel at all times.

Additional Duties

• Maintain a safe working environment and record any accidents in the accident book.
• Know the fire evacuation procedure for all areas and ensure all staff are fully trained.
• Act as the emergency response leader during your shift.
• Communicate and uphold standards around uniform and personal grooming.
• Ensure detailed shift reporting and follow up between teams.
• Liaise with department heads and supervisors to resolve operational issues.
• Communicate with guest services & reservations to ensure a seamless guest journey.
• Work in accordance with Department Heads and Supervisors to improve all aspects of guest experience.
• Understand the B Corp accreditation and look after our team and planet.
• Be an active participant in B Corp related initiatives and workshops.

Qualifications

• A minimum of 1 year in a management position (within a similar role).
• Solid organisational skills.
• A positive, proactive approach to team leadership.
• Good knowledge of customer care/complaint handling.
• A natural communicator.
• Confident making decisions under pressure.
• Amenable to a flexible working schedule, including weekends.
• A guest‑focused mindset.
• Responsible, with an excellent attention to detail.
• Ability to work to your own initiative.
• Strong accuracy in numerical documentation (desirable).
• First Aid Qualification (desirable).
• Pool Emergency Response training (desirable).

Benefits

• A relaxed, professional place to work in a beautiful location - at one of the UK's most striking beaches.
• A welcoming team, eager to support and encourage each other.
• Excellent career prospects in an ever‑expanding organisation.
• Special rates for you and your friends and family to stay at the hotel.
• Team discounts on treatments in Swim Club.
• Discounts for you and your friends and family at Zacry's, The Beach Hut and Living Space Restaurants.
• Team discount at our Cubs coffeeshops.
• Team discounts at Shop on the Beach and other partner businesses.
• Free surf lessons, surfboards and wetsuits hire from Wavehunters.
• Team social events throughout the year.
• Team assistance scheme – a dedicated helpline for support & advice on topics from mental health through to managing your finances.

About Watergate Bay Hotel

Set on a spectacular, two‑mile surfing beach on the North Cornwall coast, Watergate Bay Hotel is the perfect destination for a contemporary beach holiday and it's a wonderful place to take your career to new heights. With a team that values connection, flexibility, variety, and challenge, we’re all about making a meaningful impact on our guests' holiday. Our three core values – We Care, We Notice, We Change – show what it means to work for a hotel that goes above and beyond for our team and guests. An unforgettable holiday experience Watergate Bay Hotel offers a modern take on a beach break. For our guests, how their stay makes them feel is crucial; cared about, looked after, welcome.