Reception / Duty Manager

The Roseate Reading; Reading; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Meals on duty

Uniform provision and laundry

Employee recognition awards

Preferential room rates for family and

Friends

Job summary

The Roseate Reading is seeking a highly organized Duty Manager to oversee daily hotel operations and ensure a seamless, luxurious guest experience. You will lead teams, implement SOPs, and coordinate across departments to maintain exceptional service levels in a prestigious Reading property.

The role requires strong leadership, attention to detail, and the ability to manage multiple tasks efficiently while upholding the brand’s bespoke standards.

Qualifications

• Proven experience in a managerial or supervisory role.
• Strong leadership and organizational skills.
• Excellent interpersonal and communication skills.
• Customer-focused with a commitment to delivering exceptional service.

Responsibilities

• Supervise and coordinate daily operations to ensure efficiency and adherence to company policies.
• Handle customer inquiries, concerns, and escalations, providing prompt and effective solutions.
• Create and implement standard operating procedures (SOPs) for various tasks.
• Monitor and evaluate staff performance, providing feedback and addressing issues as needed.
• Serve as a liaison between different departments, fostering effective communication and collaboration.
• Ensure exceptional customer service standards are maintained at all times.
• Handle customer inquiries, feedback, and complaints in a professional and timely manner.
• Work to resolve issues and enhance overall customer satisfaction.
• Act as the point of contact during emergencies and coordinate appropriate responses.
• Implement emergency procedures to ensure the safety of customers and staff.

Skills

Managerial experience

Leadership

Interpersonal skills

Customer service

Job description

We are seeking a highly organized and responsible Duty Manager to join our luxury hotel brand.
The Hotel is known for its spectacular attention to detail that ensures a bespoke, luxurious experience for its guests. Whether it is the 86,000 Italian-glass beads in the chandelier that hangs from the top of the building or the plush upholstery and wallpapers, the meticulous design sense is ubiquitous in maintaining an uplifted ambience. The Roseate Reading was originally Shire Hall for the Berkshire County Council. The building, along with its wide hallways, vaulted ceilings, cornice mouldings and the original lift shaft, have all been precisely restored to their original glory. To revive the old world charm of the Shire Hall, its council chamber, Eden along with its imposing fireplace and elaborate wood carvings on the doors and mantlepiece have all been restored to their past beauty. One of the top hotels in Reading, The Roseate Reading is a culmination of opulence and warmth.

The ideal candidate must demonstrate genuine dedication and show a commitment to consistent quality in our products and services.

The Duty Manager will be responsible for overseeing daily operations, ensuring a smooth and efficient workflow, and providing excellent customer service. This role requires strong leadership skills, attention to detail, and the ability to handle various tasks simultaneously.

Key Responsibilities:

• Supervise and coordinate daily operations to ensure efficiency and adherence to company policies.
• Handle customer inquiries, concerns, and escalations, providing prompt and effective solutions.
• Create and implement standard operating procedures (SOPs) for various tasks.
• Monitor and evaluate staff performance, providing feedback and addressing issues as needed.
• Serve as a liaison between different departments, fostering effective communication and collaboration.
• Ensure exceptional customer service standards are maintained at all times.
• Handle customer inquiries, feedback, and complaints in a professional and timely manner.
• Work to resolve issues and enhance overall customer satisfaction.
• Act as the point of contact during emergencies and coordinate appropriate responses.
• Implement emergency procedures to ensure the safety of customers and staff.

Qualifications:

• Proven experience in a managerial or supervisory role.
• Strong leadership and organizational skills.
• Excellent interpersonal and communication skills.
• Ability to make quick decisions and solve problems effectively.Customer-focused with a commitment to delivering exceptional service

Benefits:

• Additional holiday day off for your child first day at primary school
• Recognition for every year of service anniversary including complimentary stay and additional holiday day after 3rd year of service
• Employee Assistance Program
• Meals on duty
• Provision and laundry of uniform
• Employee recognition awards
• Performance review and personal development plan
• Internal transfer and promotion opportunities
• Support in the development of your career
• Preferential room rates within the hotel group for yourself and family & friends

You must be eligible to live and work in the UK to apply for this position and be in possession of a current work visa. In line with the requirements set by the Asylum and Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of the eligibility will be required from candidates as part of the recruitment process.

Compensation: To be discussed