Duty Manager

£28,594 \+ benefits

Studley, United Kingdom

Full Time

Added 6 days ago

About the Role
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Join our team at Studley Castle, part of the Warner Hotels Group. This 209\-bedroom hotel with 180 years of history offers modern facilities including a spa, cabaret dining restaurant, and beautiful grounds in rural Warwickshire.
Warner Hotels are recruiting for a Duty Manager for Studley Castle. This vital role for the hotel will be the operational link between departments during the evening hours (2pm–10pm). As the Duty Manager, you will be the face and heartbeat of the hotel during your shifts where you will lead from the front by ensuring the smooth running of hotels guest experience together with the department leaders from across the hotel.

This role could act as a bridge for a person working at a supervisory level, that are looking to make the next step in their career towards department management.

Responsibilities:

Guest Experience and Service Excellence

• Host one\-of\-a\-kind stays by maintaining an active, visible management presence across guest areas and proactively engage with guests; gathering guest feedback both positive and negative in which case you can ‘Own their experience’ and resolve concerns professionally and efficiently with ‘Pride in every detail”


• Adopt a ‘First Stay Mindset” to delivering our guest experience through purposed property walks to ensure we are ‘Shining through our spaces’ and guests are receiving the correct ambience, that our brand standards are being delivered and high levels of cleanliness and service are being delivered consistently throughout that reflect our ‘Guest\-Hearted’ culture.


• Manage ‘In the Moment’ feedback received through internal guest experience system, ensuring feedback is shared to relevant departments and that appropriate action is taken to remedy any negative feedback.


• ‘Winning as One’ by supporting departments during peak periods to demonstrate a one\-team approach across the hotel.


• Able to spot patterns and trends in our guests behaviour, through visual observations and interpretation of guest feedback.

• Take responsibility for guest and team safety by supporting during first\-aid incidents and similar situations, ensuring compliance is maintained through the reporting of near\-misses and incidents.


• Conduct vigilant property walks focusing on safety and security \- identifying hazards and acting immediately.


• Undertake fire marshal duties in line with the hotel’s emergency procedures.

• Act as an escalation point for leaders to allow others to maintain their focus on delivering operational excellence in their departments.


• Work ‘the Bright Way’ by acting as a role\-model of excellent cross‑department communication that puts the guest experience first.


• Ensure team behaviour fitting our GLOW values is recognized, then rewarded through our internal rewards provider with positive comments celebrated throughout the hotel.


• Be a part of the hotel’s leadership team, working with department managers to share common observations and offer constructive suggestions to improve where needed.


• Always act with confidence and professionalism.


• Management of the Duty Manager rota ensuring appropriate coverage during peak periods and during holidays.

• Monitor and promote operational efficiency through management of operational usage of utilities and wastage.


• Follow guidelines for compensation when handling guest complaints.


• Sense check for our guests that we are ‘Lighting up their break’ – ensuring spend targets are being communicated to all team members and that brand promotions are active through the hotel and are supported with visually.

• A passion for delivery outstanding levels of customer service with proven experience.


• Experience working at a minimum level of supervisor within a hospitality environment with the ability and willingness to support department across the hotel.


• Strong problem\-solving ability.


• High levels of attention to detail.


• Able to work positively with a diverse team.


• Confidence to make decisions, supported by a framework.


• A working knowledge of Health \& Safety in the workplace.


• First Aid qualification (or willingness to obtain).


• Excellent written and verbal communication skills.

• Free use of gym and leisure facilities


• 60% discounted food onsite


• Pension scheme


• A fantastic opportunity for career development through externally recognised qualifications in addition to in\-house training and development (Degrees and Apprenticeship level)


• 28 days annual leave per year (Inclusive of Bank Holidays)


• Cycle to Work Scheme


• 20% discount at breaks at Warner, Butlins \& Haven \+ additional discounts during your stays for you and your family


• Help @ Hand from Unum \- including virtual GP, Physiotherapy support, Mental Health sessions


• Life Assurance


• Free Car Parking onsite


• Family Friendly policies


• Refer a friend scheme


• Aslan: Our Reward \& recognition portal includes access to a financial wellbeing platform


• Access to a discounts platform including a points based discount plan to increase your retail discounts


• Access your wages on demand through Aslan


• Employee Assistance Programme


• L\&G Care Concierge


• Glow Getters and Long Service Awards

*Be part of something more than a hotel — where your personality shines and your ideas matter.*

At Warner Hotels, diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require.

If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: Warner.recruitment@warnerhotels.co.uk

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