Duty Manager

The Opportunity  
We are looking for a Duty Manager who is a proactive and hands on support role responsible to support in running the day-to-day operations of the hotel.  The role involves leading and supporting operational teams, resolving guest concerns, maintaining service standards, ensuring compliance with health and safety requirements, and acting as the senior point of contact during shifts. The successful candidate will demonstrate strong leadership, problem-solving skills, and a commitment to delivering outstanding hospitality while driving operational efficiency and team performance.

What core things you will be doing:  

• Develop a close working relationship with all departments, colleagues and managers to ensure all guests expectations are met, and where possible exceeded.
• Oversee the daily operation of the hotel, ensuring all departments run efficiently and deliver exceptional guest experiences.
• Act as the senior manager on duty, providing leadership, guidance, and decision-making support during shifts.
• Maintain a strong cross-functional knowledge of hotel operations, stepping into departments as needed to support service standards, guest satisfaction, and operational efficiency.
• Manage guest queries, complaints, and service recovery situations in a professional and timely manner.
• Monitor and maintain hotel standards, ensuring cleanliness, presentation, and service quality are consistently achieved. Reporting all maintenance issues.
• Ensure adherence to health and safety, food hygiene, security, and licensing regulations at all times.
• Assist with staffing activities, including rota management, employee training, performance management, and team development.
• Drive revenue opportunities and cost control initiatives while supporting the achievement of hotel financial and operational targets.
• Develop and maintain relationships with regular guests to maximise sales opportunities and generate future business.
• Help to look after the welfare of our teams, making sure they can take their breaks when needed and feel listened to when they have concerns. Raise any significant concerns to senior hotel management
• Support, motivate, and coach team members to deliver high levels of customer service and operational performance.
• Undergo any necessary statutory, skill, knowledge or competency training as determined by the Company.

 
 What does success look like?

• Know & understand Andrew Brownsword Hotels & ABode Hotels values of Originality, Personality & Quality
  
• Assist other departments of the hotel wherever possible to deliver the best possible service
• Provide a visible strong management presence on the floor at key times.
• Possess a strong understanding of our hotel systems and platforms.
• Has a positive outlook, always friendly and cheerful to guests and colleagues alike.
• Always immaculately groomed, an example to others.
• Is a good communicator, who loves engaging with our guests and our teams.
• Always embrace tasks you are asked to do, your work will be varied and fair but it could be anything needed to support the team or your manager.

To say thank you, we have many perks:

• Competitive pay – We are proud that everyone who joins our group gets a competitive a rate of pay, irrespective of age, plus you get service charge and tips on top.
• Treat yourself once in a while with lots of retail and hospitality perks through our Perkbox platform.
• Excellent discounts across our family of hotels – you will be entitled to 25% off food & beverage in our hotels plus we offer an amazing staff rate of £25 B&B per person across the group & your friends and family get special rates too.
• We understand it’s OK not to be OK, so we offer an externally run confidential helpline for any support you require about anything you might need as part of our Employee Assistance Programme.
• We sustain you physically too, meals when you are on duty are free.
• To be the best version of yourself, we encourage our teams to be curious. Everyone can learn and develop - our development pathways are unique to us and are the best in the business.
  
• We provide lots of opportunity to progress and move up – we have made hundreds of internal promotions, including to General Manager level.
• We like to say a special thank you for every year you are with us - our milestone awards include Champagne, afternoon tea, or dinner for you and someone special. When you reach the big milestones, you receive extra special gifts on top like longer hotel stays, extra days off and a unique gift especially chosen for you. 

About our family of hotels

We bring a family of hotels together under one roof, ready to welcome guests with open arms, warm hearts and experiences that are simply memorable.

Each of our hotels are unique, individual, and quirky in personality. Quality is fundamental to everything we do, and it is the simple things that matter. We believe everyone should feel included, special and welcome, and that applies to our team and our guests.

We have very unique hotels in very special locations, from the award winning Gidleigh Park in Devon, the 900-year-old Amberley Castle to our stylish boutique townhouse in the heart of Chelsea – to see the whole group, take a look here www.brownswordhotels.co.uk  

The Opportunity  
We are looking for a Duty Manager who is a proactive and hands on support role responsible to support in running the day-to-day operations of the hotel.  The role involves leading and supporting operational teams, resolving guest concerns, maintaining service standards, ensuring compliance with health and safety requirements, and acting as the senior point of contact during shifts. The successful candidate will demonstrate strong leadership, problem-solving skills, and a commitment to delivering outstanding hospitality while driving operational efficiency and team performance.

What core things you will be doing:  

• Develop a close working relationship with all departments, colleagues and managers to ensure all guests expectations are met, and where possible exceeded.
• Oversee the daily operation of the hotel, ensuring all departments run efficiently and deliver exceptional guest experiences.
• Act as the senior manager on duty, providing leadership, guidance, and decision-making support during shifts.
• Maintain a strong cross-functional knowledge of hotel operations, stepping into departments as needed to support service standards, guest satisfaction, and operational efficiency.
• Manage guest queries, complaints, and service recovery situations in a professional and timely manner.
• Monitor and maintain hotel standards, ensuring cleanliness, presentation, and service quality are consistently achieved. Reporting all maintenance issues.
• Ensure adherence to health and safety, food hygiene, security, and licensing regulations at all times.
• Assist with staffing activities, including rota management, employee training, performance management, and team development.
• Drive revenue opportunities and cost control initiatives while supporting the achievement of hotel financial and operational targets.
• Develop and maintain relationships with regular guests to maximise sales opportunities and generate future business.
• Help to look after the welfare of our teams, making sure they can take their breaks when needed and feel listened to when they have concerns. Raise any significant concerns to senior hotel management
• Support, motivate, and coach team members to deliver high levels of customer service and operational performance.
• Undergo any necessary statutory, skill, knowledge or competency training as determined by the Company.

 
 What does success look like?

• Know & understand Andrew Brownsword Hotels & ABode Hotels values of Originality, Personality & Quality
  
• Assist other departments of the hotel wherever possible to deliver the best possible service
• Provide a visible strong management presence on the floor at key times.
• Possess a strong understanding of our hotel systems and platforms.
• Has a positive outlook, always friendly and cheerful to guests and colleagues alike.
• Always immaculately groomed, an example to others.
• Is a good communicator, who loves engaging with our guests and our teams.
• Always embrace tasks you are asked to do, your work will be varied and fair but it could be anything needed to support the team or your manager.

To say thank you, we have many perks:

• Competitive pay – We are proud that everyone who joins our group gets a competitive a rate of pay, irrespective of age, plus you get service charge and tips on top.
• Treat yourself once in a while with lots of retail and hospitality perks through our Perkbox platform.
• Excellent discounts across our family of hotels – you will be entitled to 25% off food & beverage in our hotels plus we offer an amazing staff rate of £25 B&B per person across the group & your friends and family get special rates too.
• We understand it’s OK not to be OK, so we offer an externally run confidential helpline for any support you require about anything you might need as part of our Employee Assistance Programme.
• We sustain you physically too, meals when you are on duty are free.
• To be the best version of yourself, we encourage our teams to be curious. Everyone can learn and develop - our development pathways are unique to us and are the best in the business.
  
• We provide lots of opportunity to progress and move up – we have made hundreds of internal promotions, including to General Manager level.
• We like to say a special thank you for every year you are with us - our milestone awards include Champagne, afternoon tea, or dinner for you and someone special. When you reach the big milestones, you receive extra special gifts on top like longer hotel stays, extra days off and a unique gift especially chosen for you. 

About our family of hotels

We bring a family of hotels together under one roof, ready to welcome guests with open arms, warm hearts and experiences that are simply memorable.

Each of our hotels are unique, individual, and quirky in personality. Quality is fundamental to everything we do, and it is the simple things that matter. We believe everyone should feel included, special and welcome, and that applies to our team and our guests.

We have very unique hotels in very special locations, from the award winning Gidleigh Park in Devon, the 900-year-old Amberley Castle to our stylish boutique townhouse in the heart of Chelsea – to see the whole group, take a look here www.brownswordhotels.co.uk