Hotel & Duty Manager; Evening

The Evening Duty Manager (EDM) is responsible for ensuring the smooth, safe and welcoming operation of Plas y Brenin during the evening, acting as the main point of contact for customers and staff during their shift and taking ownership of the customer experience from evening arrivals and check-ins through to dinner service, bar operations, evening events and the handover to the Night Porter.

The role provides visible leadership across the Centre during the evening, supporting teams, resolving issues as they arise and ensuring that customers receive a consistently high standard of service.

During times when the EDM is not directly managing the customer journey, and supporting the wider team, they will take responsibility for Hotel and Centre activity administrative and marketing duties to ensure maximum occupancy rates and efficient and effective bookings, analysis and reporting.

The EDM will lead on resolving any issues on the site including problems with the facilities or systems, or any emergency responses required, including fire evacuation. They will work closely with the catering, bar and events managers/teams to ensure great customer service throughout.

Act as the senior point of contact and visible manager on duty during the evening, maintaining an overview of activity across reception, accommodation, bar, kitchen, dining room and other customer-facing and activity areas. Ensure evening operations run smoothly, with teams communicating effectively, responding to operational issues and making appropriate decisions to resolve problems quickly and professionally. Deal with customer queries, concerns and complaints where these cannot be resolved by the team, escalating significant incidents or issues to the appropriate manager where required.

Undertake a start of shift hand over with the daytime Duty Manager or Hotel Manager and provide a clear handover to the Night Porter and/or relevant teams at the end of the shift. The EDM will ensure they are aware in advance of all the activities happening in the centre during their shift.

Welcome customers arriving at the Centre, completing evening check-ins and ensuring customers receive the information they need on accommodation, meals, courses, facilities and their stay. Resolve any issues arising. Meet corporate groups, schools and any other groups due to arrive in the evening and complete all the necessary briefings on the Centre ensuring a warm and informative welcome.

Maintain an operational and customer service overview of the bar, kitchen and dining room throughout the evening, working closely with catering and bar staff to ensure services run efficiently and customers receive a positive experience. Working through any senior bar/catering staff on site. Monitor customer flow, identifying and supporting areas of the operation that need extra help during busy periods (eg bar, events).

Help resolve customer service or operational issues relating to food, dining and bar service, ensuring agreed service standards, licensing requirements and Centre procedures are followed. Ensure that bar and catering teams check out as soon as their duties are completed to ensure time management of those teams. Working through any senior staff on site. Ensure the public and event areas are always returned to a clean and tidy condition prior to the wider team’s departure and assist when required.

Assist with the running of evening talks, presentations, screenings, social events and other programmed activities, ensuring event spaces are prepared before customers arrive and appropriately cleared and handed back afterwards. Co-ordinate with relevant teams regarding room setup, catering, bar requirements, ticketing and equipment, ensuring events start on time and run smoothly. Welcome speakers, presenters and external guests, ensuring they have everything they need.

Support the delivery of any evening classes or groups meeting at the Centre. Support the instructor team on delivery of evening activities for schools and corporate groups.

Be highly visible and approachable throughout the evening, building rapport with residential guests, course participants and visitors and encouraging a friendly, inclusive atmosphere across shared spaces. Proactively identify opportunities to improve the customer experience,…