Hotel Duty Manager in Kelso

We’re looking for an experienced and guest-focused Duty Manager to join our fantastic Front Office team and take the lead in ensuring every guest enjoys a seamless and memorable stay. This is a permanent, full-time position, working 40 hours per week, 5 days over 7 and you must be available to work mornings, evenings and weekends as well as the occasional night shift as cover.

Based at the heart of the hotel, the Duty Manager will create an exceptional experience for all our guests whilst also providing a warm and authentic Scottish welcome. Reporting to the Front Office Manager and forming part of the Front Office Leadership team who collectively are responsible for the first and last impression for our guests and to ensure the guests in-house journey is a consistent experience from arrival through to departure.

Your Key Responsibilities:

• You will ensure that every guest is provided with a warm welcome to the estate and hotel and ensure a consistent luxury and personalised guest experience.
• Handle and resolve guest complaints to the satisfaction of the guest.
• Represent senior hotel management by ensuring all guests leave the hotel happy.
• Build guest loyalty through customer service excellence and creating repeat guests.
• Show your creativity and think outside of the box to engage and interact with our guests creating magical and memorable moments during the time at SCHLOSS Roxburghe.
• You will ensure quality standards are achieved consistently with all guest engagement and procedures in the department throughout the guest journey.
• Ensure strong and effective communication and cooperation with the Housekeeping, F&B teams and all operational departments.
• Be well versed with the emergency preparedness procedures and takes appropriate actions in the role of an ERT member.
• Be well versed with accident and incident reporting procedures and takes an active role in being a liaison person to assist guest on such issues.
• Demonstrates flexibility with work patterns and recognises that operations must run 24 hours, 7 days a week, without interruption, including working evenings, weekends and cover of night shifts.
• Respond to guest feedback and complaints in a timely manner in accordance with brand standards.
• Manage online guest feedback and complaints platforms i.e. Medallia.

TEAM & LEADERSHIP:

• You will identify training needs and opportunities within the Front of House department in conjunction with the Front Office Manager.
• You will provide day to day leadership to the team, by motivating, encouraging and driving the team to deliver excellent customer service and achieve revenue goals.
• You will be responsible for the discipline and people management of the team members, including providing regular feedback and encourage personal progression.
• You will play an active role in the development of the Front Office team by contributing to ideas and initiatives to drive innovation and enhance the guest and colleague experience in the department.
• You will assist in overseeing the scheduling, time keeping and attendance for the department.
• You will meet targets for hotel performance KPI’s and guest satisfaction scores.

Your Knowledge & Capabilities:

• You have a passion for delivering exceptional guest service.
• You are a positive person and enjoy motivating and inspiring a team through effective management and team training.
• You have the ability to multitask and work in a busy, fast paced and dynamic environment.
• You have excellent communication skills with the confidence and personality to build strong relationships across different levels.
• You are confident and empathetic in handling guest complaints.
• You use your initiative and take a practical approach to problem solving.
• You are enthusiastic and are able to build genuine and trusting relationships with guests and colleagues.
• You are knowledgeable about the local area.
• You take pride in your personal presentation and demonstrate a high level of grooming.
• You have proficient knowledge of working Hospitality software.
• You are proficient in the use of Microsoft Office.

Proven Experience/Qualifications:

• Minimum of 2 years’ experience in guest facing role desirable.
• Previous supervisory or management experience essential.
• Experience in the hospitality industry is preferred.
• Full, clean UK driver’s licence is essential.

Your Employee Benefits:

• 30 days paid holiday after 1 year of service.
• 50% discount on food & beverage.
• Free meals whilst on shift.
• Free golf membership.
• Free on-site parking.
• Recommend a friend scheme.
• Quarterly recognition programme.
• Hotel stay discounts at our sister properties including Ibiza, Sardinia and New York.
• Access to exclusive perks, offers, and discounts on our colleague platform.
• Telus Health employee assistance program.
• Access to wellbeing articles, podcasts, tools and resources.