Guest Experience Lead — Dukes Hotel in Bath

Be our Guest Experience Lead — but most importantly, be you! At Dukes, Bath, we are looking for a confident, hands-on hotel person who loves guests, thrives on variety and can help keep the day running smoothly. We are looking for someone with previous hotel experience, ideally in reception, front office, reservations, guest services or a generalist hotel operations role.

One minute you might be welcoming guests at check-in, the next you could be helping with breakfast service, answering reservation queries, signing for a delivery, supporting the bar or catching up on some admin. It is hands-on, guest-facing, fast-paced and full of personality.

What you’ll get for being yourself

• Free parking for team members
• Full Time role – part of the family and get to know the guests
• Progression and training opportunities throughout Kaleidoscope Collection
• Cash savings benefits to make your monthly pay go further, plus wellbeing support for you and your family
• Discount on eating, drinking and sleeping at all of our properties
• £500 refer-a-friend scheme
• A stimulating, creative environment as part of a diverse community of people
• A team who live and breathe our purpose

About Dukes, Bath

Set in the beautiful city centre of Bath, Dukes is modern, vibrant and full of personality. This boutique hotel brings colour, character and a little bit of pizzazz to one of the UK’s most historic cities. With our re-launched restaurant and beautifully renovated rooms, Dukes is writing its next chapter as one of Bath’s go-to spots for great food, good drinks, private dining and memorable stays.

What is it like to work with us?

We are imaginative, playful and proudly unconventional. Whether you are new to hospitality or building a lifelong career, we want you to feel comfortable being the you’est you can be. We are big-hearted, we respect each other, our guests and our wider community, and we are always serious about giving people a bloody good time.

What you’ll be doing as Guest Experience Lead

This is a role for someone who enjoys movement, people, responsibility and variety. You’ll move between reception, reservations, breakfast service, bar support and daily hotel operations, helping the guest experience feel smooth, warm and unmistakably Dukes.

You’ll be:

• Creating brilliant first impressions at check-in and lovely last impressions at check-out
• Managing guest queries, messages, reservations and special requests with confidence
• Supporting breakfast service and helping the team when service gets busy
• Being a visible point of support for guests during the shift
• Spotting the small details before they become big problems
• Helping keep standards high across reception, public areas and guest touchpoints
• Supporting managers with day-to-day hotel operations
• Making calm, sensible decisions when things do not go exactly to plan
• Bringing warmth, polish and a little bit of pizzazz to every shift

We are looking for a brilliant hospitality person who understands how hotels work. You do not need to know everything on day one, but you do need to have worked in a hotel environment before. Reception, front office, reservations, guest services, nights, breakfast, F&B or a hands-on hotel operations role would all be useful.

You’ll probably enjoy this role if you are:

• A natural host who makes people feel welcome within seconds
• Confident on reception or willing to build on existing front office experience
• Calm when it gets busy, not someone who disappears when the printer jams
• Happy to jump from breakfast service to check-ins to reservations without needing a lie down
• Organised enough to keep the wheels turning, but playful enough to enjoy the ride
• Comfortable being visible, hands-on and part of the action
• Able to make sensible decisions during a shift
• Full of warmth, common sense and character

Previous hotel experience is essential for this role. Boutique hotel experience would be lovely, but a good grounding in any hotel environment is what matters most. Most importantly, we want someone who brings themselves to work. The polished bits, the quirky bits, the funny bits, the thoughtful bits — all of it.

What happens next?

Attract our attention with your application and we’ll give you a call. After a quick chat, we’ll invite you in for a friendly Team Insight. You’ll spend an hour or two getting a feel for the hotel, meeting the team and asking us anything you like. We’ll ask you a few questions too. If it feels right on both sides, you may just become part of the Duke family…