Duty Manager Front Office · Hilton Garden Inn Bristol

As Duty Manager, you’ll be at the heart of our operation – fully guest‑focused by consistently delivering exceptional service with a confident, welcoming, and solution‑driven approach. You will support the Hotel Management Team in the smooth running, coordination, and control of all operational departments in line with company standards, ensuring brand values are upheld and service excellence is maintained. You will take responsibility for the hotel operation during assigned shifts, acting as the primary point of contact for guests and team members, and ensuring any issues are resolved promptly and professionally. You will uphold and promote the purpose, values and behaviours of Valor Hospitality Europe Limited at all times.

What you’ll be doing:

• Leading, coaching and motivating the Front Desk team to deliver consistent service excellence.
• Delivering outstanding customer service and ensuring the Front Desk creates a professional, welcoming first impression.
• Overseeing daily Reception operations, resolving guest issues quickly and confidently.
• Continuously coaching, mentoring and supporting colleagues to enhance skills, confidence and service delivery.
• Supporting Front Office revenue through upselling, upgrades, and promoting hotel services.
• Maintaining high standards of presentation, accuracy, and compliance in all Front Desk procedures.
• Actively contributing to promotional initiatives that enhance Front Office sales performance, including planning, implementation, and review of activity.
• Being fully aware of and adhering to Health & Safety, Fire, Bomb Threat, Food Safety, and Security procedures as laid out by the company/hotel.
• Overseeing hotel operations in the absence of the Operations Manager and General Manager.
• Providing support and guidance to all departments during your shift, ensuring service standards are upheld.
• Responding to operational issues promptly, coordinating with relevant teams to maintain a seamless guest experience.
• Upholding company policies, cash and key security, and all Health and Safety requirements.

Your Duty Manager responsibilities include supporting the senior leadership team and stepping in wherever you’re needed to keep things running smoothly.

What we’re looking for:

• Previous hospitality or retail experience.
• Previous Customer Service experience.
• Hotel/Food/Catering/Service-related qualification.
• Previous supervisory/management experience.
• Good understanding of written and spoken English language.

In addition to competitive rates of pay, we also offer:

• Exclusive discounts for you, your friends and family.
• Valor team member rates at our UK hotels, with rooms from just £30 Bed and Breakfast.
• Discounted stays for friends and family.
• 50% discount when dining in our restaurants and bars.
• Free meals while on duty, keeping you well‑fueled.
• Access to high‑street discounts on a range of shops, experiences and more.
• Up to 40% savings on a wide range of bikes, with our Cycle To Work Scheme.
• Generous refer‑a‑friend bonuses, starting at £250.

Caring for your health and wellbeing, both in and outside of work:

• A calendar of wellness activities – from healthy lunches to wellbeing walks and pay day treats, not forgetting our annual #HealthyHabits campaign.
• Access to our Employee Assistance Programme, providing free confidential advice, 24/7, for you and your family, supporting physical, mental and financial wellbeing.
• Healthcare Cash Plan options, from just £5 per month.

Supporting your hospitality career growth:

• Fully funded apprenticeship programmes.
• Internal development programmes, designed to support you as you grow within your role.
• Monthly and annual team member service awards, making sure your achievements are recognised and celebrated.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.