Resort Duty Manager

Rudding Park; Canada; On-site; GBP 80,000 - 100,000; Full time

Job summary

A luxury hotel and resort is seeking an enthusiastic Resort Duty Manager. This role focuses on ensuring exceptional service and memorable experiences for guests. Responsibilities include leading a passionate team and maintaining high standards in guest care. If you possess a positive attitude and a love for hospitality, we want to hear from you!

Benefits

Enhanced pay

Service Charge up to £3,000

Company sick pay

Discounts including 50% off spa days

Up to 30 days annual leave

FREE food and drink when off duty

Qualifications

• Inspiring team leadership and exceptional guest service delivery.
• Calm under pressure during diverse operational aspects.
• Proactive in identifying issues and implementing effective solutions.

Responsibilities

• Inspire and influence team members in delivering guest care.
• Implement strategies to improve guest satisfaction.
• Ensure seamless service of VIP guests with attention to detail.

Skills

Big Personality with an infectious smile

True passion for delivering exceptional guest service

Leadership and Decision-Making

Guest Centric approach

Clear and Professional Communication

Problem Solving

Multitasking

Flexibility

Job description

We are not just hiring - we are looking for personalities that light up a room!

• How big is your smile?
• Does your eyes light up a room?
• Can you turn challenges into opportunities and guests into lifelong ambassadors
  
  

We believe that the best part of our team is the energy, positivity, and genuine smiles we share with every guest and team members.

If you've got any of the above, we want to hear from you.

We are on the hunt for enthusiastic, positive, and energetic people who thrive on creating moments that guests will remember long after they leave.

We are looking for a Resort Duty Manager who will be the face of guest care - ensuring every guests enjoys exceptional service from the moment they arrive to when they depart.

As the Resort Duty Manager, you are responsible for making sure our guests receive the highest quality service throughout their visit across the whole resort. Encouraging and influencing a passionate team focused on providing personalised, memorable experiences and ensuring Rudding Park continues to offer the highest standards of guest care. Displaying strong leadership skills and a love for hospitality is the measure of success in this role.

What We Are Looking For

• Big Personality with an infectious smile
• A true passion for delivering exceptional guest service
• Leadership and Decision-Making - Ability to lead teams, stay calm under pressure
• Guest Centric approach - Solution focused
• Clear and Professional Communication to both our guests and team
• Problem Solving - Being proactive in identifying issues and finding effective solutions
• Multitasking - Confident in handling multiple operational aspects simultaneously
• Flexibility - Available for shift work, weekends and Bank Holidays
  
  

Key Responsibilities

• Inspire and Influence, making sure all team members deliver the care for our guests that Rudding Park is well known for.
• Suggest and implement strategies to improve guest satisfaction and loyalty across resort.
• Handle all on Resort guest feedback
• Ensure the seamless and exceptional service of VIP guests, maintaining discretion and attention to detail to create memorable experiences.
• Be fully conversant with the guest and member services on offer and be able to effectively communicate and upsell these to guests.
• Confidently make decisions for best outcome of team and guests when faced with faced with behaviours that could be deemed as inappropriate or disruptive.
• Ensure all challenges associated outcomes are logged accurately.
• Be present during peak periods and high season, meeting and greeting at key events welcoming guest arrivals and being present on departure.
• Awareness of all upcoming business across Resort, managing own time and prioritising appropriately, understanding pressure points and acting upon these as appropriate.
• Be accountable for the smooth operation of the Resort when on a Duty Management shift.
• Complete walk rounds with partner departments to discuss any areas of support needed i.e. housekeeping and maintenance ensuring the provision of a quality service at all times.
• Study guest satisfaction, dissatisfaction, and report to Operations Director regular common themes, suggesting solutions and improvements.
• Lead weekly service excellence meetings and undertake appropriate preparation of documentation
• Ensuring duty management checklists and comprehensive walk rounds are completed highlighting areas needing attention the relevant team members.
• Undertake a handover from the manager on duty and liaise with the team on a daily basis.
• Ensure you are accessible and show presence throughout the Resort interacting with team and guests.
• Advocate sound financial decision-making when making decisions on compensation or to delight and surprise.
  
  

In return for your hard work and commitment we offer:

• Enhanced pay
• Service Charge (Tronc) earn up to an additional £3,000 per year
• Company sick pay for up to 4 weeks
• A range of discounts including 50% off spa days and dining, not to mention preferential room rates for employees and family (subject to availability of course)
• Annual party, family fun days, and award dinners - we love to celebrate!
• Up to 30 days annual leave, increasing with length of service
• Complimentary overnight stay for you and a guest (including dinner, bed and breakfast with spa) when you complete a three month probation
• FREE food and drink; The Green Room is our team's dedicated space to chill out, when not 'on stage' looking after our guests. You'll find a range of hot and cold food options with different areas to relax, catch up with your 'co-stars' or watch TV.
• Investment in personal growth through Apprenticeship, Training Courses and Development Programmes.
• Can't wait until pay day? Wage Stream allows you to pay yourself when you need it!
• Hospitality Rewards include FREE Employee Assistance Programme from Day 1
• Local discounts on gym memberships
• Complimentary counselling sessions to support mental health
• Wellbeing App with a range of support such as podcasts, fitness videos, recipes
• AND MUCH MORE...........
  
  

About Rudding Park

A privately-owned luxury hotel, Rudding Park has 90 bedrooms and suites, a destination spa, three restaurants and a kitchen garden, private cinema, two golf courses and meetings and events venue. Set in 300 acres of landscaped gardens and woodland, Rudding Park is one of the most beautiful Harrogate hotels.

Rudding Park features the first Roof Top Spa in the UK and offers an extensive range hydrotherapy and thermal experiences. We offer an extensive range of treatments and guests can discover the Escape Zone - a peaceful and serene space to relax following a treatment. The Spa also offers an indoor swimming pool using natural waters from the grounds of Rudding Park, a Juniper Log Sauna, Rasul for traditional Moorish mud treatments, Retail Therapy, Hair Studio, Nail and Beauty Studio.