Duty Manager

Join our team at Holme Lacy, part of the Warner Hotels Group. This Grade I listed 181‑bedroom hotel in Herefordshire has a theatre, spa, two restaurants and a coffee shop, all set in 20 acres of green fields.

As Duty Manager, you will be the operational lead on duty during evening hours (5 pm–10 pm). Your responsibilities include ensuring guest safety, service excellence and brand presentation across the hotel. You will maintain visible leadership, proactively resolve issues, coordinate teams and support a welcoming, professional atmosphere for guests and staff.

• Maintain a visible management presence across guest areas.
• Proactively engage with guests; resolve concerns professionally and efficiently.
• Apply appropriate compensation in line with guidelines.
• Monitor bars, restaurants and entertainment areas for consistent service standards.
• Monitor buffet presentation to ensure food remains fresh and appealing.
• Role‑model Guest‑Heartedness in every interaction.

• Take responsibility for guest and team safety; attend first‑aid incidents.
• Ensure compliance with fire, health & safety and licensing regulations.
• Conduct safety walkarounds (BOH security, perimeter, lighting).
• Identify hazards and act immediately.
• Own Your Impact by keeping accurate, timely incident records.

• Complete structured evening checklist to maintain standards.
• Monitor lighting, heating, ambience, cleanliness and presentation.
• Observe service delivery and coach in‑the‑moment.
• Apply Limitless Thinking to identify simple improvements.

• Act as escalation point for supervisors.
• Maintain strong cross‑department communication.
• Adapt style to different personalities; lead calmly under pressure.
• Promote a positive, inclusive culture aligned to GLOW.
• Win as One by coordinating teams for smooth operations. Financial and Energy Awareness
  • Monitor operational efficiency; turn off unnecessary utilities.
  • Make cost‑conscious decisions without compromising guest experience.
  • Follow guidelines for compensation; protect stock and revenue.
  Behaviours, Skills & Experience
  • Strong knowledge of Health & Safety legislation.
  • First Aid qualification (or willingness to obtain).
  • Knowledge within the F&B departments to support on shift.
  • Excellent customer service track record.
  • Strong problem‑solving ability.
  • Calm and professional under pressure.
  • Confident decision‑maker.
  • High attention to detail.
  • Excellent written and verbal communication skills.
  • Proven experience in a supervisory or management role within hospitality.
  Inclusion Statement

  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, including whether a role can be part‑time or a job‑share.