Guest Experience Lead — Dukes Hotel

Guest Experience Lead

Be our Guest Experience Lead — but most importantly, be you!

At Dukes, Bath, we are looking for a confident, hands‑on hotel person who loves guests, thrives on variety and can help keep the day running smoothly. We are looking for someone with previous hotel experience, ideally in reception, front office, reservations, guest services or a generalist hotel operations role.

One minute you might be welcoming guests at check‑in, the next you could be helping with breakfast service, answering reservation queries, signing for a delivery, supporting the bar or being the calm, or catching up on some admin. It is hands‑on, guest‑facing, fast‑paced and full of personality.

• Creating brilliant first impressions at check‑in and lovely last impressions at check‑out
• Managing guest queries, messages, reservations and special requests with confidence
• Supporting breakfast service and helping the team when service gets busy
• Being a visible point of support for guests during the shift
• Spotting the small details before they become big problems
• Keeping standards high across reception, public areas and guest touchpoints
• Supporting managers with day‑to‑day hotel operations
• Making calm, sensible decisions when things do not go exactly to plan
• Bringing warmth, polish and a little bit of pizzazz to every shift

• A natural host who makes people feel welcome within seconds
• Confident on reception or willing to build on existing front office experience
• Calm when it gets busy, not someone who disappears when the printer jams
• Happy to jump from breakfast service to check‑ins to reservations without needing a lie down
• Organised enough to keep the wheels turning, but playful enough to enjoy the ride
• Comfortable being visible, hands‑on and part of the action
• Able to make sensible decisions during a shift
• Full of warmth, common sense and character

• Free parking for team members
• Full‑time role – part of the family and get to know the guests
• Progression and training opportunities throughout Kaleidoscope Collection
• Cash savings benefits to make your monthly pay go further, plus well‑being support for you and your family
• Discount on eating, drinking and sleeping at all of our properties
• A stimulating, creative environment as part of a diverse community of people
• A team who live and breathe our purpose