Duty Manager - Studley

Duty Manager 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.

Health, Safety and Security 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. Leadership and Communication 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. Financial Awareness 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.

We're looking for you to have this kind of experience and behaviours: A passion for delivery outstanding levels of customer…