Job Purpose The Evening Duty Manager (EDM) is responsible for ensuring the smooth, safe and welcoming operation of Plas y Brenin during the evening, acting as the main point of contact for customers and staff during their shift and taking ownership of the customer experience from evening arrivals and check-ins through to dinner service, bar operations, evening events and the handover to the Night Porter.
The role provides visible leadership across the Centre during the evening, supporting teams, resolving issues as they arise and ensuring that customers receive a consistently high standard of service.
During times when the EDM is not directly managing the customer journey, and supporting the wider team, they will take responsibility for Hotel and Centre activity administrative and marketing duties to ensure maximum occupancy rates and efficient and effective bookings, analysis and reporting.
The EDM will lead on resolving any issues on the site including problems with the facilities or systems, or any emergency responses required, including fire evacuation. They will work closely with the catering, bar and events managers/teams to ensure great customer service throughout.
Key Responsibilities and Accountabilities Evening Duty Management
Act as the senior point of contact and visible manager on duty during the evening, maintaining an overview of activity across reception, accommodation, bar, kitchen, dining room and other customer-facing and activity areas. Ensure evening operations run smoothly, with teams communicating effectively, responding to operational issues and making appropriate decisions to resolve problems quickly and professionally. Deal with customer queries, concerns and complaints where these cannot be resolved by the team, escalating significant incidents or issues to the appropriate manager where required. Undertake a start of shift hand over with the daytime Duty Manager or Hotel Manager and provide a clear handover to the Night Porter and/or relevant teams at the end of the shift. The EDM will ensure they are aware in advance of all the activities happening in the centre during their shift.
Reception and Customer Service
Welcome customers arriving at the Centre, completing evening check-ins and ensuring customers receive the information they need on accommodation, meals, courses, facilities and their stay. Resolve any issues arising. Meet corporate groups, schools and any other groups due to arrive in the evening and complete all the necessary briefings on the Centre ensuring a warm and informative welcome.
Bar, Kitchen and Dining Room Oversight
Maintain an operational and customer service overview of the bar, kitchen and dining room throughout the evening, working closely with catering and bar staff to ensure services run efficiently and customers receive a positive experience. Working through any senior bar/catering staff on site. Monitor customer flow, identifying and supporting areas of the operation that need extra help during busy periods (eg bar, events). Help resolve customer service or operational issues relating to food, dining and bar service, ensuring agreed service standards, licensing requirements and Centre procedures are followed. Ensure that bar and catering teams check out as soon as their duties are completed to ensure time management of those teams. Working through any senior staff on site. Ensure the public and event areas are always returned to a clean and tidy condition prior to the wider team’s departure and assist when required.
Evening Events and Programme
Assist with the running of evening talks, presentations, screenings, social events and other programmed activities, ensuring event spaces are prepared before customers arrive and appropriately cleared and handed back afterwards. Co-ordinate with relevant teams regarding room setup, catering, bar requirements, ticketing and equipment, ensuring events start on time and run smoothly. Welcome speakers, presenters and external guests, ensuring they have everything they need. Support the delivery of any evening classes or groups meeting at the Centre. Support the instructor team on delivery of evening activities for schools and corporate groups.
Customer Experience
Be highly visible and approachable throughout the evening, building rapport with residential guests, course participants and visitors and encouraging a friendly, inclusive atmosphere across shared spaces. Proactively identify opportunities to improve the customer experience, gathering informal customer feedback and communicating recurring issues or opportunities to the Hotel & Customer Service Manager. Represent Plas y Brenin positively and demonstrate excellent customer service at all times.
Health, Safety and Security
Support the safe operation of the Centre during evening hours, ensuring relevant Centre procedures are followed and responding appropriately to incidents, and recording/reporting when needed. Liaise with emergency services where necessary, completing or assisting with incident reporting and ensuring important information is handed over appropriately. Be familiar with emergency procedures, fire procedures and evacuation arrangements. Be responsible for any fire evacuation during shift. Support responsible alcohol service and ensure licensing requirements are adhered to.
Marketing and Communication
Carry out duties related to the booking and ticketing system, to ensure smooth and effective processes. Respond to customer, or clients, online queries. Undertake marketing and social media duties, as allocated by the Hotel Manager, to ensure maximum occupancy rates of rooms and upselling of the Lounge Bar, events and any other Centre based activities.
Person Specification Experience
Working as a Manager or senior role in a comparable customer-facing environment, including taking responsibility and making decisions in an operational setting. Previous supervisory, duty management or hospitality management experience. Working within a hotel, residential centre, outdoor centre or similar environment – managing check-ins and arrivals. Working in, or supervising, a bar or licensed premises, or supporting catering or restaurant operations. Co-ordinating events, talks or entertainment, and managing the customer experience. Managing a range of relevant teams and ensuring effectiveness and efficiency and a great customer experience. Managing or contributing to the marketing and communications for a comparable accommodation provider or hotel. Creating reports against key performance indicators. Knowledge
Understanding of health, safety, fire and emergency procedures relevant to an evening operation, and of licensing requirements and responsible alcohol service. Understanding of hotel booking and EPOS systems. Understanding of what great customer service looks like and how to achieve it. Skills
Excellent communication and interpersonal skills, with confidence dealing with customers and resolving problems. Ability to remain calm and make sensible, timely decisions when issues arise. Strong organisational skills, with the ability to manage several priorities simultaneously. A proactive, practical and hands-on approach, with the ability to work independently and take ownership of a shift. A strong commitment to delivering excellent customer service, with the ability to work collaboratively with colleagues across different departments. Qualifications
Educated to GCSE level (or equivalent), including English and Maths. A First Aid qualification is desirable. Other requirements
Ability to work evenings, weekends and Bank Holidays, in line with the shift pattern for this role. Ability to speak Welsh is desirable, and the willingness to learn is essential. Leadership Accountability This role does not carry formal line management responsibility for permanent staff. However, as the senior manager on duty during the evening, the postholder provides visible shift leadership across bar, catering and other customer-facing teams, offering on-the-spot direction and support and resolving issues as they arise.
As with all roles at Plas y Brenin, the Evening Duty Manager is expected to help foster a culture which promotes a safe, welcoming and inclusive workplace.
Budget Responsibility The Evening Duty Manager does not hold direct budget responsibility or independent sign-off, but they share responsibility and accountability with the Hotel management team for room bookings and event sales.
Additional Information This profile is not exhaustive; the post holder may be required to undertake other reasonable duties consistent with the role and Plas y Brenin's operational needs.
About Us
Plas y Brenin is the UK's National Outdoor Centre, located in the heart of Eryri (Snowdonia) National Park, surrounded by iconic mountain landscapes including Yr Wyddfa (Snowdon) and the Llynnau Mymbyr lakes.
Our home in North Wales is a beautiful Grade 1 listed building, which houses over 30 bedrooms, a café bar and dining room, meeting and classrooms, a climbing wall and bunk houses all set in gorgeous grounds.
As well as providing food and accommodation for our course clients we also function as a stand-alone hotel/B&B and cater for our hotel guests.
Plas y Brenin has a rich and distinctive history. Originally built in 1801 as the Capel Curig Inn by Lord Penrhyn, the site became a renowned hotel frequented by notable visitors including Queen Victoria and other members of the Royal Family. In 1955, it was repurposed as a national recreation and training centre and renamed Plas y Brenin, meaning “The King's Mansion”.
Since then, it has developed into the UK's leading National Outdoor Centre, widely regarded as the “gold standard” for outdoor leadership training and development. Today it is operated by the Mountain Training Trust on behalf of Sport England, delivering world-class skills and professional qualification courses in climbing, mountaineering, paddling, mountain biking, and leadership development.
We also deliver many outdoor residential experiences for schools and, through our Mountain Adventure Fund, for groups from disadvantaged areas across England and Wales.
We have significant plans for growth and development over the next 5 years and are looking for exciting and ambitious people to join us on that journey.
Contact Details:
THE MOUNTAIN TRAINING TRUST Recruitment Team
