Duty Manager NEW Posted today Holme Lacy

Join our team at Holme Lacy, part of the Warner Hotels Group. This Grade I listed 181-bedroom hotel in Herefordshire has a theatre, spa, two restaurants, and a coffee shop, all set in 20 acres of green fields.

As Duty Manager, you'll play a crucial role in bringing that magic to life.

As the operational lead on duty during evening hours (5pm-10pm), the Duty Manager ensures guest safety, service excellence and brand presentation across the hotel. They maintain visible leadership, proactively resolve issues, and coordinate teams to keep standards consistently high.

The role safeguards health & safety, licensing and compliance requirements, leads calm incident response, and supports a welcoming, professional atmosphere for guests and teams. The Duty Manager role models our GLOW values-Guest Heartedness, Limitless Thinking, Owning Your Impact and Win as One-strengthening experience, efficiency and team culture.

Responsibilities Guest Experience and Service Excellence

• Maintain a visible management presence across guest areas.
• Proactively engage with guests; resolve concerns professionally and efficiently.
• Apply appropriate compensation in line with guidelines.
• Monitor bars, restaurants and entertainment areas for consistent service standards.
• Monitor buffet presentation to ensure food remains fresh and appealing.
• Role model Guest Heartedness in every interaction.

Health, Safety and Security

• Take responsibility for guest and team safety; attend first aid incidents.
• Ensure compliance with fire, health & safety and licensing regulations
• Conduct safety walkarounds (BOH security, perimeter, lighting).
• Identify hazards and act immediately.
• Own Your Impact by keeping accurate, timely incident records.

Operational Standards and Brand Presentation

• Complete structured evening checklist to maintain standards.
• Monitor lighting, heating, ambience, cleanliness and presentation.
• Observe service delivery and coach in the moment.
• Apply Limitless Thinking to identify simple improvements.

Team Leadership and Communication

• Act as escalation point for supervisors.
• Maintain strong cross department communication.
• Adapt style to different personalities; lead calmly under pressure.
• Promote a positive, inclusive culture aligned to GLOW.
• Win as One by coordinating teams for smooth operations.

Financial and Energy Awareness

• Monitor operational efficiency; turn off unnecessary utilities.
• Make cost conscious decisions without compromising guest experience.
• Follow guidelines for compensation; protect stock and revenue.

Behaviours, Skills & Experience

• Strong knowledge of Health & Safety legislation.
• First Aid qualification (or willingness to obtain).
• Knowledge within the F&B departments to be able to support on shift.
• Excellent customer service track record.
• Strong problem solving ability.
• Calm and professional under pressure.
• Confident decision maker.
• High attention to detail.
• Excellent written and verbal communication skills.
• Proven experience in a supervisory or management role within hospitality.

Inclusion Statement

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part time or a job share.

Please note: Unsolicited CV's from agencies will not be considered.