Duty Manager

Company Description

At Gilpin Hotel & Lake House, we proudly offer two distinct luxury establishments situated on separate estates, yet operated seamlessly as one cohesive team. Whether you opt for the laid-back ambiance of Gilpin Hotel or the distinct combination of hotel and country house at Gilpin Lake House, your experience with us is designed to be effortlessly harmonious.

Gilpin Hotel & Lake House are part of the prestigious Pride of Britain Hotels and we are proud to be one of the 580 members of Relais & Châteaux, an association of worldwide independent hotel and restaurant owners.

Job Description

Salary: up to £37,000

Gratuities are allocated on a points basis, depending on development tiers. Although variable, average levels are projected as being from £670 per month.

Hours: 45 per week

The Gilpin is a renowned luxury hotel synonymous with exceptional service, exquisite cuisine, and unforgettable experiences. Nestled in the stunning Lake District, we are dedicated to providing our guests with the highest standards of hospitality in a unique and beautiful setting. We pride ourselves on our attention to detail, our warm and welcoming atmosphere, and our commitment to creating lasting memories for every guest.

A Duty Manager

As a Duty Manager, you will report directly to the General Manager to oversee and manage the hotel\’s daily operations, ensuring the highest levels of guest satisfaction, service quality, and safety are consistently maintained. The Duty Manager will act as a key point of contact for guests and staff, resolving issues promptly and effectively, and upholding The Gilpin’s prestigious reputation and operational standards. This role is pivotal in leading the team, driving service excellence, and ensuring a seamless and luxurious experience for all our guests.

Guest Experience & Service Excellence

• Champions a culture of exceptional guest service, ensuring every guest interaction is positive, professional, and personalised.
• Is a visible presence in the hotel, proactively engaging with guests to ascertain their needs, gather feedback, and ensure satisfaction.
• Handles guest complaints and concerns with empathy, efficiency, and empowerment, seeking resolutions that uphold the hotel\’s reputation.
• Ensures all guest-facing areas are maintained to the highest standards of cleanliness, presentation, and ambiance.
• Coordinates with all departments (Front Office, Housekeeping, Food & Beverage, Spa, Maintenance) to ensure seamless service delivery.
• Manages VIP arrivals and departures, ensuring any special requests or preferences are meticulously catered for.
• Maintains an up-to-date knowledge of hotel services, local attractions, and events to provide accurate information and assistance to guests.

Operational Management

• Assumes responsibility for the smooth running of the hotel, particularly during evenings, weekends, and in the absence of senior management.
• Conducts regular inspections of all hotel areas, ensuring compliance with quality, safety, and hygiene standards.
• Oversees Front Office operations, including check-in/check-out procedures, reservations, and guest accounting, ensuring accuracy and efficiency.
• Monitors and manages room inventory and availability to maximize occupancy and revenue.
• Logs all operational incidents, guest feedback, and noteworthy events in the Duty Manager’s log, ensuring effective communication and follow-up.
• Assists in managing and controlling operational costs without compromising on quality or guest experience.
• Is fully conversant with the hotel’s Property Management System (PMS) and other relevant software.

Staff Supervision & Leadership

• Supervises, supports, and motivates team members across various departments during your shift.
• Assists in the training and development of staff, ensuring they are equipped with the skills and knowledge to perform their duties effectively.
• Fosters a positive and collaborative working environment.
• Ensures adherence to company policies, procedures, and service standards.
• Assists in managing staff rotas and deployment to meet business needs.
• Conducts shift briefings and handovers to ensure all relevant information is communicated effectively.

Health, Safety & Crisis Management

• Ensures full compliance with all Health & Safety regulations, fire procedures, and licensing laws.
• Acts as a key responder in emergency situations (e.g., fire, medical emergency, security incident), following established protocols to ensure guest and staff safety.
• Conducts regular safety checks and reports any hazards or maintenance issues promptly.
• Is knowledgeable about the hotel’s crisis management and business continuity plans.

Administrative & Other Duties

• Prepares and distributes daily operational reports as required.
• Handles correspondence and queries promptly and professionally.
• Participates in regular operational meetings.
• Undertakes any other reasonable duties, tasks, or special projects as assigned by senior management.
• Promotes the hotel\’s facilities and services to enhance guest experience and revenue.

Qualifications

• Previous experience in a luxury or 5-star hotel environment or a similar guest facing role is preferred, but not essential.
• Strong guest-facing experience, with excellent communication and interpersonal skills.
• Confident in handling complaints with tact, diplomacy, and professionalism.
• Highly organised, with strong attention to detail and the ability to prioritise.
• Calm under pressure, with a commitment to guest welfare and service excellence.
• Flexible and reliable, with the ability to work evenings, weekends, and public holidays.

Additional Information

Salary: up to £37,000

Gratuities are allocated on a points basis, depending on development tiers. Although variable, average levels are projected as being from £670 per month.

Hours: 45 per week

• Canteen
• Company events
• Company pension
• Discounted or free food
• Employee discount
• Free or subsidised travel
• Gym membership
• On-site parking

Relocation assistance may be available

Staff transport provided free between staff houses and hotel

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