Duty Manager

Conference Centre Limited; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job description

We’re proud to be a certifiedB Corp– one of only seven hotels/hotel groups in the UK to earn this prestigious accreditation. This means we’re part of a global community of businesses committed to using profits and purpose to make a positive impact on people and the planet. If you want to be part of a team that values sustainability, inclusivity and meaningful work, we’d love to hear from you.

We are seeking an experienced Duty Manager responsible for supporting the smooth running of the Hotel’s daily operations. You will be responsible for responding promptly and professionally to guest needs and dealing with any unforeseen situations, ensuring effective co‑ordination between all relevant departments.

What you’ll be doing

• Welcoming and providing updates and information to our guests and visitors.
• Ensuring the guest arrival and departure experience matches the Hotel’s desire to be world‑leading.
• Acting as the initial management point of contact for departments.
• Conducting thorough handovers.
• Recommending the Hotel's range of services and facilities to guests and visitors.
• Being present and visible in the Hotel lobby, ensuring you are easily identifiable to guests and visitors as the person to whom they should go.
• Handling guests' requests for information and providing answers, putting them in contact with the appropriate people, as necessary.
• Supporting the Reception team where necessary.
• Carrying out regular walkabouts across all Hotel buildings, ensuring the comprehensive completion of the Duty Management checklist.
• Resolving guest complaints that are escalated and acting as the initial management presence for escalated complaints.
• Contributing to a guests’ sense of wellbeing and safety; establishing trust and rapport.
• Handling any guest or visitor problems or concerns, in a professional, timely manner.
• Promoting the Hotel culture through exemplary attitude, behaviour and communication.
• Making sure that all the information available in the lobby is well presented and up to date.
• Monitoring movements in the Hotel lobby, with discretion.
• Complying with all the Hotel’s safety and security regulations.

About you

You should have previous experience as a Duty Manager within a busy hotel as well as a proven track record of improving guest service within a hospitality environment. You should possess excellent customer service skills, excellent written and verbal communication skills, have the ability to effectively de‑escalate challenging situations and bring them to successful resolution and have knowledge and understanding of health and safety issues within a busy hotel.

The Hotel reserves the right to close the vacancy early, should suitable applicants be found.

Edgbaston Park Hotel and Conference Centre is committed to being an equal opportunities employer and applicants will be shortlisted and recruited on the sole basis of their relevant skills, experience and qualifications. If you have a disability and require any adjustment to be made to the recruitment process in order for you to participate, please contact [e-mail] or call the People & Culture Team on 0121 414 8927.