Duty Manager.
THE FUTURE DEPENDS ON WHAT YOU DO TODAY.
The Exciting Opportunity
Based at the heart of the hotel, the Duty Manager will create an exceptional experience for all our guests whilst also providing a warm and authentic Scottish welcome. Reporting to the Front of House Manager and forming part of the Front Office leadership team who collectively are responsible for the first and last impression for our guests and to ensure the guests in-house journey is a consistent experience from arrival through to departure.
Your Key Responsibilities.
You will ensure that every guest is provided with a warm welcome to the estate and hotel and ensure a consistent luxury and personalised guest experience
Build guest loyalty through customer service excellence and creating repeat guests
Show your creativity and think outside of the box to engage and interact with our guests creating magical and memorable moments during the time at SCHLOSS Roxburghe
You will ensure quality standards are achieved consistently with all guest engagement and procedures in the department throughout the guest journey
Handle and resolve guest complaints to the satisfaction of the guest
Ensure strong and effective communication and cooperation with the Housekeeping, F&B teams and all operational departments
Be well versed with the emergency preparedness procedures and takes appropriate actions in the role of an ERT member
Be well versed with accident and incident reporting procedures and takes an active role in being a liaison person to assist guest on such issues
Demonstrates flexibility with work patterns and recognises that operations must run 24 hours, 7 days a week, without interruption, including working evenings, weekends and cover of night shifts
Respond to guest feedback and complaints in a timely manner in accordance with brand standards
Manage online guest feedback and complaints platforms
Build guest loyalty through customer service excellence and creating repeat guests
Show your creativity and think outside of the box to engage and interact with our guests creating magical and memorable moments during the time at SCHLOSS Roxburghe
You will ensure quality standards are achieved consistently with all guest engagement and procedures in the department throughout the guest journey
Handle and resolve guest complaints to the satisfaction of the guest
Ensure strong and effective communication and cooperation with the Housekeeping, F&B teams and all operational departments
Be well versed with the emergency preparedness procedures and takes appropriate actions in the role of an ERT member
Be well versed with accident and incident reporting procedures and takes an active role in being a liaison person to assist guest on such issues
Demonstrates flexibility with work patterns and recognises that operations must run 24 hours, 7 days a week, without interruption, including working evenings, weekends and cover of night shifts
Respond to guest feedback and complaints in a timely manner in accordance with brand standards
Manage online guest feedback and complaints platforms
Your Knowledge & Capabilities.
You have a passion for delivering exceptional guest service
You are a positive person and enjoy motivating and inspiring a team through effective management and team training
You have the ability to multitask and work in a busy, fast paced and dynamic environment
You have excellent communication skills with the confidence and personality to build strong relationships across different levels
You are confident and empathetic in handling guest complaints
You use your initiative and take a practical approach to problem solving
You are enthusiastic and are able to build genuine and trusting relationships with guests and colleagues
You are knowledgeable about the local area
You take pride in your personal presentation and demonstrate a high level of grooming
You have proficient knowledge of working Hospitality software
You are proficient in the use of Microsoft Office
You will provide day to day leadership to the team, by motivating, encouraging and driving the team to deliver excellent customer service and achieve revenue goals
You will be responsible for the discipline and people management of the team members, including providing regular feedback and encourage personal progression
You will play an active role in the development of the Front Office team by contributing to ideas and initiatives to drive innovation and enhance the guest and colleague experience in the department
You will assist in overseeing the scheduling, time keeping and attendance for the department
You will meet targets for hotel performance KPI’s and guest satisfaction scores
Experience in the hospitality industry is preferred
Full, clean UK driver’s licence is essential
You are a positive person and enjoy motivating and inspiring a team through effective management and team training
You have the ability to multitask and work in a busy, fast paced and dynamic environment
You have excellent communication skills with the confidence and personality to build strong relationships across different levels
You are confident and empathetic in handling guest complaints
You use your initiative and take a practical approach to problem solving
You are enthusiastic and are able to build genuine and trusting relationships with guests and colleagues
You are knowledgeable about the local area
You take pride in your personal presentation and demonstrate a high level of grooming
You have proficient knowledge of working Hospitality software
You are proficient in the use of Microsoft Office
Team and Leadership.
You will identify training needs and opportunities within the Front of House department in conjunction with the Front of House Manager and Assistant Front of House Manager
You will provide day to day leadership to the team, by motivating, encouraging and driving the team to deliver excellent customer service and achieve revenue goals
You will be responsible for the discipline and people management of the team members, including providing regular feedback and encourage personal progression
You will play an active role in the development of the Front Office team by contributing to ideas and initiatives to drive innovation and enhance the guest and colleague experience in the department
You will assist in overseeing the scheduling, time keeping and attendance for the department
You will meet targets for hotel performance KPI’s and guest satisfaction scores
Proven Experience & Qualifications.
Minimum of 2 years’ experience in guest facing role desirableExperience in the hospitality industry is preferred
Full, clean UK driver’s licence is essential
The Bigger Picture
So, if you have the ambition to continuously improve, deliver results with excellence, show that you care and act with integrity then come and join us, this is just the job for you!
Submit your application.
Please complete the form below and upload your documents or email hr@roxburghe.net.