Duty Manager - Burton upon Trent Duty Manager Location: Hoar Cross Hall, Staffordshire About Us: Nestled in the heart of Staffordshire, Hoar Cross Hall blends the elegance of a stately home with the luxury of a world-class spa resort. Our hotel spa offers unrivalled guest experience, featuring exquisite dining venues, expansive gardens, and a world-class spa. At Hoar Cross Hall, we are dedicated to delivering exceptional service and creating unforgettable memories for our guests. We treat our guests like family, aiming to provide positive, memorable experiences during their stay or visit. Our mission is to hire passionate, positive individuals. We invest in your skills, nurture your growth, and support you in achieving your goals. The Role: As a Duty Manager at Hoar Cross Hall, you will be essential in ensuring the smooth and efficient operation of both the front of house and guest services. You will oversee daily operations, support and lead the team, and ensure every guest receives the highest standard of service. Reporting directly to the Front of House Manager, you will be responsible for supervising staff, resolving guest concerns, and maintaining a warm, welcoming atmosphere for all visitors throughout their stay. Why Join Us: Work in a stunning, historic estate with a commitment to excellence in hospitality. Competitive Rate of Pay. Complimentary access to leisure and spa facilities. Free lunch from our staff canteen. Complimentary Spa Day on your work anniversary. Employee Benefits Program offering a range of discounts and perks. Free parking on-site. Discounted rates on overnight stays and spa days. 30% discount on food and beverage. Comprehensive induction and training program to support your growth. Opportunities for professional development and career progression within the company. Role Specification: Operational Management: Oversee daily front-of-house operations, ensuring efficiency and high standards. Conduct regular floor checks, communicate with departments to address challenges, and lead the team to ensure smooth operations and adherence to policies. Guest Relations: Engage with guests to ensure satisfaction, handle queries, complaints, and special requests, and ensure VIPs receive exceptional service. Team Supervision: Supervise, train, and motivate front-of-house staff, monitor performance, provide feedback, and conduct daily briefings to communicate objectives and updates. Health & Safety Compliance: Ensure staff follow safety and security procedures, respond to emergencies promptly, maintain safety standards, and conduct fire safety checks. Administrative Duties: Assist with guest bookings, check-ins, and check-outs during peak times. Review guest feedback to identify improvements and maintain accurate shift logs and incident reports. Communication: Collaborate with the Front of House Manager to report on performance and keep relevant departments informed of guest preferences and special requests for a seamless experience. Personal Specification: Essentials Previous experience in a supervisory or managerial role in the hospitality industry, ideally within a luxury hotel or spa environment. Strong leadership and communication skills, with the ability to manage and motivate a team while effectively engaging with guests. Excellent customer service skills and a genuine passion for creating positive, memorable guest experiences. Ability to handle challenging situations with tact, diplomacy, and professionalism. A proactive, solutions-focused approach, with the ability to think on your feet and make decisions under pressure. Desirables Knowledge of hotel management systems is advantageous. Shift Patterns: 40 hours per week 5 days out of 7 per week Note: Full flexibility is key as you will be expected to work as and when necessary to meet the needs of the team and the business People say you can't choose your family, well we choose you to be part of ours.