At a Glance
- Tasks: Lead hotel operations during evening shifts and ensure guest satisfaction.
- Company: Join the vibrant team at Warner Hotels in a stunning Grade II listed hotel.
- Benefits: Enjoy gym access, discounted food, career development, and 28 days annual leave.
- Other info: Diverse and inclusive workplace with great career growth opportunities.
- Why this job: Be the heartbeat of the hotel and make a real impact on guest experiences.
- Qualifications: Experience in hospitality management and excellent customer service skills.
The predicted salary is between 25000 - 30000 £ per year.
Join our team at Cricket St Thomas, part of the Warner Hotels Group. This 239-bedroom Grade II listed hotel with a theatre, spa, and restaurant is surrounded by 160 acres of parkland in the West Country.
Warner Hotels are recruiting for a Duty Manager. This vital role for the hotel will be the operational lead on duty during evening hours (5pm-10pm). As the Duty Manager, you will be the face and operational heartbeat of the hotel during your shifts. You will lead from the front, ensuring the smooth running of all departments including reception, housekeeping, food and beverage, and night operations.
Responsibilities:
Guest Experience and Service Excellence
- Maintain a visible management presence across guest areas and proactively engage with guests; resolve concerns professionally and efficiently.
- Apply appropriate compensation in line with guidelines.
- Monitor bars, restaurants and entertainment areas for consistent service standards.
Health, Safety and Security
- Take responsibility for guest and team safety; attend first aid incidents.
- Ensure compliance with fire, health safety and licensing regulations.
- Conduct safety walkarounds (BOH security, perimeter, lighting) - Identify hazards and act immediately.
- Complete structured evening checklist to maintain standards.
- Monitor lighting, heating, ambience, cleanliness and presentation.
- Observe service delivery and coach in the moment.
Team Leadership and Communication
- Act as escalation point for supervisors.
- Maintain strong cross department communication.
- Adapt style to different personalities; lead calmly under pressure.
Financial and Energy Awareness
- Monitor operational efficiency; turn off unnecessary utilities.
- Make cost conscious decisions without compromising guest experience.
- Follow guidelines for compensation; protect stock and revenue.
We're looking for you to have this experience or behaviours:
- Strong knowledge of Health Safety legislation.
- First Aid qualification (or willingness to obtain).
- Knowledge within the F&B departments to be able to support on shift.
- Excellent customer service track record.
- Strong problem-solving ability.
- Calm and professional under pressure.
- Confident decision-maker.
- High attention to detail.
- Excellent written and verbal communication skills.
- Proven experience in a supervisory or management role within hospitality.
Why Work for Warner Hotels?
- Free use of gym and leisure facilities.
- 60% discounted food onsite.
- Pension scheme.
- A fantastic opportunity for career development through externally recognised qualifications in addition to in-house training and development (Degrees and Apprenticeship level).
- 28 days annual leave per year (Inclusive of Bank Holidays).
- Cycle to Work Scheme.
- 20% discount at breaks at Warner, Butlins Haven + additional discounts during your stays for you and your family.
- Help @ Hand from Unum - including virtual GP, Physiotherapy support, Mental Health sessions.
- Life Assurance.
- Free Car Parking onsite.
- Family Friendly policies.
- Refer a friend scheme.
- Aslan: Our Reward recognition portal includes access to a financial wellbeing platform.
- Access to a discounts platform including a points based discount plan to increase your retail discounts.
- Access your wages on demand through Aslan.
- Employee Assistance Programme.
- L&G Care Concierge.
- Glow Getters and Long Service Awards.
Ready to discover your glow?
Be part of something more than a hotel - where your personality shines and your ideas matter.
At Warner Hotels, diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require.
If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at:
Duty Manager - Cricket St Thomas employer: Warner Hotels
Warner Hotels is an exceptional employer that prioritises employee growth and development, offering a vibrant work culture where creativity and collaboration thrive. Located in the picturesque Lakeside Coastal Village, Stoke-on-Trent, employees benefit from a supportive environment that values guest satisfaction and operational excellence, alongside competitive benefits and opportunities to shape memorable experiences for guests.
