House / Duty Manager

Overall aim of the job:

We are seeking an experienced, professional House / Duty Manager to join the management team at West Court Retreat. This role offers the opportunity to drive service excellence and contribute to the hotel's continuous growth and customer experience improvements.

The ideal candidate will oversee daily operations, ensuring the highest standards of service, facility presentation, and staff performance.

Please note, West Court Retreat is not on a public transport route, so please consider necessary travel arrangements.

Key Responsibilities:

• Operations Management: Oversee hotel operations during shifts, ensuring high presentation standards and efficient performance across departments.
• Staff Supervision: Motivate and manage staff across departments, ensuring consistent service excellence and the identification of training needs.
• Customer Experience: Handle guest check-ins/outs and resolve customer enquiries or issues, striving to exceed guest expectations.
• Health & Safety: Collaborate with the Group Health & Safety Manager to ensure compliance with safety standards, provide first aid when needed, and oversee emergency procedures.
• Maintenance Support: Work with the Maintenance Manager to identify and communicate maintenance needs, ensuring smooth hotel operations.
• Revenue & Performance: Assist the General Manager with business opportunities, occupancy strategies, and achieving financial targets, including monitoring daily revenue and cost control.
• Communication & Coordination: Ensure smooth communication between departments, manage daily operational challenges, and act as the central point for resolving guest and staff concerns.
• Event & Guest Engagement: Coordinate events and initiatives that enhance guest experiences and community engagement.

Skills & Competencies:

• Leadership & Motivation: Ability to lead and inspire teams, foster a collaborative work environment, and manage cross-departmental responsibilities.
• Problem-Solving: Proactive and solution-oriented with a “can-do” attitude, able to resolve issues quickly and effectively.
• Organisational Skills: Strong planning and multitasking capabilities, thriving under pressure.
• Customer-Centric: Passionate about delivering exceptional service to both guests and staff, with a focus on customer satisfaction.
• Communication: Excellent interpersonal and communication skills, able to handle guest inquiries and staff management efficiently.
• Flexibility: Willing to work evenings, weekends, and holidays, and cover overnight shifts when necessary.

Experience:

• Minimum of 3 years' experience in a Duty Management role within the hospitality or leisure industry.
• Proven experience in a customer-focused environment with a high standard of service delivery.

What well offer you:

• Full Membership to Nirvana Spa and Gym 108
• Life Assurance (4 x Annual Salary)
• Medical Cash plan *
• Thrive Mental Health App
• Complimentary guest passes
• Discounts on selected products
• Company sick pay *
• Recognition & reward company days out
• Paid breaks
• Employee Referral Scheme

(* upon successful completion of probationary period)

Equal Opportunities

Nirvana Spa and Leisure Ltd recognises that discrimination in the workplace in any form is unacceptable and in most cases unlawful. We have therefore adopted an Equal Opportunities Policy to ensure that all job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this policy throughout all areas of employment, recruitment and selection, training, development and promotion. In all situations, people will be judged solely on merit or ability.

We will ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, nationality, ethnic, or national origin, sex, marital status, sexual orientation, disability, political opinion/affiliation, age, religion or belief. Our application form will be as simple and straight forward as possible and we will not ask for unnecessary information. Interview questions will be related to the requirements of the job and we will not seek irrelevant qualifications. Applicants will be short listed/selected solely on the basis of capability.

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