Job Description

Company Overview

Situated in 150 acres of landscaped parkland, Staverton Park Hotel & Golf boasts 247 bedrooms along with 61 bright and airy event spaces perfect for conferences, meetings and events. Our mission is to provide exceptional hospitality and memorable experiences for our guests.

Summary

Role Overview

We are seeking a highly motivated and customer-focused Duty Manager & Guest Relations Support person to join our team. Based at Reception in the evenings, this role is pivotal in ensuring a smooth operation across all hotel departments, while providing exceptional service to our guests. This Role we envisage a 5pm - 10pm working shift pattern but we are flexible with these hours. This will also involve weekends working a 5 day out of seven.

The Duty Manager will act as the senior manager on duty in the absence of Heads of Department, supporting the Reception team and liaising with Food & Beverage, Housekeeping, Maintenance, and Conference/Events to ensure excellent guest satisfaction and smooth day-to-day running of the hotel.

Key Responsibilities

Act as the main point of contact for guests during evening shifts, handling queries, complaints, and special requests promptly and professionally.

Support and supervise the Reception team, ensuring smooth check-in and check-out processes.

Monitor all public areas, proactively engaging with guests to ensure their comfort and satisfaction.

Provide operational support across all departments (e.g., F&B, Leisure, Maintenance) when needed.

Coordinate with senior F&B staff to ensure uninterrupted restaurant and bar service.

Handle guest incidents and emergencies, following hotel procedures and escalating when required.

Carry out regular walk-arounds of the property to ensure health & safety, cleanliness, and service standards are maintained.

Assist with training and coaching of evening Reception and Lobby Host team members.

Maintain effective handovers to the day team, ensuring continuity of service and communication.

Ensure hotel policies, security measures, and fire safety procedures are followed at all times.

Key Skills & Attributes

Strong customer service and guest relations skills.

Confident decision-maker who can remain calm under pressure.

Excellent communication and interpersonal skills.

Proactive, approachable, and able to resolve issues quickly.

Previous hotel or hospitality experience (Reception, F&B, or Duty Management) desirable.

Flexibility to work evenings, weekends, and holidays.

What We Offer

Competitive salary.

Training and development opportunities.

Career progression within a growing hospitality business.

Staff discounts on food, beverage, golf, and leisure facilities.

Free on-site parking and meals on duty.

Job Types: Part-time, Permanent

Pay: 17,550.00 per year

Expected hours: 25 per week

Benefits:

Employee discount Free parking Health & wellbeing programme Life insurance Store discount
Work Location: In person