Night Duty Manager in Edinburgh

32 hrs per week - rolling rota

About Us

Lost Shore is about bringing a world-first and world-beating surf resort to the outskirts of the capital. The largest inland surfing pool in Europe has arrived next to Europe’s largest indoor climbing arena, putting Scotland on the map for all the right reasons! It’s the range of other activities and leisure offerings that make us special, offering something for everyone. Picture a surfing paradise where surfers, tourists, and locals converge—a place where adventure meets relaxation.

The Role

The Night Duty Manager plays a critical part in determining our Visitor's out of hours onsite experience, including responding to queries, dealing with incidents, and resolving issues in an appropriate, safe, and timely manner. The Day Duty Managers ensure smooth day-to-day running of the resort operation during the hours of 7am until 11pm. The Night Duty Managers look after the resort and guests during the quieter hours, allowing many tasks which could not be completed during the day to be kept up to date.

What you will be doing

• Responding to issues and queries about the Resort, from both Visitors and 3rd parties, either in person or on the phone.
• Working as a Night Duty Manager involves out of hours work and at times, lone working.
• Accountable for delivering a world-class Visitor experience in a safe, appropriate, and legally compliant manner.
• Reporting to the Estates Director and working with and alongside other Management Team Members.

Visitor Experience

• Utilise in-depth knowledge of resort offerings to understand visitor needs, communicate effectively with visitors and colleagues, gather feedback, and ensure guest satisfaction and loyalty.
• Greet and assist guests with check-ins, always providing a friendly and professional service.

Working as a Team

• Collaborate with the external security contractor, being the point of contact on the resort.
• Support the Estates Director to foster a positive work environment, maintain open communication channels, address challenges promptly, and ensure adherence to People Policies and Procedures, contributing to a cohesive and effective team dynamic.
• Maintain effective communication with the Day Duty Manager team and with other departments to ensure guest satisfaction.

Ways of Working

• Work with the Estates Director to maintain legal compliance and uphold brand values, supporting the Duty Management Teams in incident management and providing accurate records to ensure effective communication and resolution.
• Assist with night audits and administrative tasks, such as logging incidents or guest requests and preparing reports for the morning shift.
• Monitor and assist in the cleanliness of public areas, ensuring spaces are tidy and well maintained during the night.
• Manage opening and closing procedures for the resort, including handovers with Day Duty Managers.

Qualifications, Skills and Experience

• Previous experience in a front-of-house, hospitality, or leisure facility is essential.
• Demonstrated ability to handle issues independently and to escape when necessary, ensuring smooth operations.
• Strong commitment to customer satisfaction, maintaining high standards and building lasting relationships with stakeholders.
• Exceptional organisational, report writing, and time-management skills, ensuring attention to detail and effective task prioritisation.
• Ethically minded with a dedication to equality, diversity, and inclusion, coupled with a calm demeanour in challenging situations.
• Experience with Microsoft Office is essential and familiarity with POS or bookings systems would be advantageous, although full training will be provided.
• Available for overnight shifts, including periods of lone work.

Why join the Lost Shore Team?

• A front-row seat to Europe’s largest inland surf resort.
• Sunsets over the surf lake (because everyone needs a moment to breathe).
• A team that knows how to have fun at work but equally understands the value of hard graft.
• A chance to put your stamp on Lost Shore’s legacy.
• On top of an attractive salary, you will also enjoy a competitive benefits package including 28 days paid holiday, pension, and lots more!