Front of House Duty Manager in Bath

Front of House Duty Manager- Full Time- 40 Hours Per Week

The role

The Front of House Duty Manager runs the hotel on shift: leading the front office, porters and housekeeping liaison, and acting as the senior manager on site in the absence of the House Manager and Assistant Front of House Manager.

The 4 AA Red Star Queensberry Hotel is a boutique One Michelin Key Georgian townhouse hotel in the heart of Bath, home to a Michelin-starred restaurant, The Olive Tree.

Our guests expect warm, personal and precise service from arrival to departure. In this role you set that standard on every shift, handle whatever the day brings, and make sure the hotel and restaurant work as one team.

Hours

40 hours per week across a rota of mid, late and weekend shifts, including bank holidays

Open question: confirm salary band, whether the role covers occasional night shifts, and whether a uniform and meals on duty are provided.

Key responsibilities

Most of each shift is spent working on reception, so the role combines hands-on front office duties with duty management.

Reception and front office

• Check guests in and out efficiently, taking payments, settling bills and completing shift checklists.
• Answer phone calls, emails and website enquiries promptly, taking and confirming reservations for rooms and the restaurant.
• Pre-register arrivals, prepare registration cards and welcome information, and note guest preferences and special occasions.
• Process deposits, refunds, invoices and guest folios accurately, balancing the till and card terminal at the end of each shift.
• Act as concierge: book taxis, theatre tickets and tables, and recommend things to see and do in Bath.
• Take and pass on guest messages, arrange wake-up calls, and log lost property and maintenance requests.
• Coordinate luggage storage and porterage, and keep the reception and lobby tidy and welcoming.
• Complete shift handovers, arrivals and departures lists, and daily front office reports.
• Be the visible, senior host on shift: greet arriving guests, check in VIPs and returning guests personally, and lead departures.
• Handle complaints and special requests on the spot, resolve them fairly, and log and follow up on every issue.
• Review arrivals, guest preferences and occasions each shift so the team can personalise every stay.
• Monitor online reviews and guest feedback, and share learnings with the team.

Shift leadership

• Run pre-shift briefings covering arrivals, VIPs, restaurant bookings, maintenance issues and events.
• Coach, train and support receptionists and porters; contribute to inductions, rotas and appraisals.
• Act as duty manager for the whole building, making decisions in the House Manager and General Manager's absence.

Hotel operations

• Oversee check-in and check-out, room allocation, upgrades and the handover between shifts.
• Liaise with housekeeping on room readiness and with maintenance on defects, so no guest gets a room that is not right.
• Carry out building walk-rounds, checking public areas, the garden and bedroom corridors meet standard.
• Handle cash, card and float procedures, end-of-shift reports and the duty manager's log.

Restaurant and bar support

• Work with the Restaurant Manager and Executive Chef in order to ensure that residents' dining, room service and breakfast run smoothly.
• Promote the restaurant to guests and secure dinner bookings at check-in and pre-arrival.
• Support service in the bar and restaurant at peak times when needed.

Revenue and reservations

• Sell rooms to walk-ins and by phone, apply rate strategy and manage late availability.
• Look for upselling opportunities: upgrades, dining packages, celebrations and extended stays.
• Keep reservations accurate in the property management system and manage no-shows and cancellations to policy.

Safety and compliance

• Act as fire marshal and first point of contact for emergencies, security and guest incidents.
• Ensure licensing, health and safety, GDPR and payment card procedures are followed on shift.
• Complete accident reports, risk checks and key control, and escal...

About you

• At least two years in a supervisory or duty management role in a luxury or boutique hotel.
• Confident, calm decision-maker who can lead a team and handle difficult situations with tact.
• Excellent spoken and written English, with a natural, polished manner with guests.
• Good working knowledge of a hotel property management system (for example Opera, Guestline or Mews).
• Sound understanding of cash handling, reservations and front office procedures.
• Flexible to work early, late, weekend and bank holiday shifts.
• Experience in a hotel with a fine-dining or Michelin-starred restaurant.
• Hospitality or hotel management qualification.
• First aid, fire marshal or Personal Licence (APLH) certification.
• Knowledge of Bath and its attractions to share with guests.

What we offer

• Competitive salary plus share of gratuities.
• Meals on duty and uniform provided.
• 28 days' holiday including bank holidays.
• Workplace pension and employee assistance programme.
• Discounted stays and complimentary dining every 6 months dining across the hotel and restaurant.
• Structured training and a clear path towards Front Office Manager and beyond.
• Company pension
• Discounted or free food
• Employee assistance programme

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