Duty Manager (Guest Relations) Job for Luxury Lifestyle & Wellness Retreat

DUTY MANAGER (GUEST RELATIONS) FOR LUXURY LIFESTYLE & WELLNESS RETREAT

• Start Date: January 2025
• Location: West Dorset, UK
• Salary: Starting from £35,000 gross p.a. + employee benefits
• Contract: Full-Time, Permanent

Chace People is seeking a Duty Manager for a new, luxury lifestyle and wellness retreat nestled in the rolling hills of beautiful West Dorset. In this pivotal role, you will support the Head of Guest Relations and Head of F&B in creating a market-leading operation. By championing the company culture and fostering strong relationships within the team, you will drive exceptional service delivery across all operations and initiatives. As an ambassador for this luxury retreat, you will enhance its operational and PR efforts, engaging in guest interactions that deliver a memorable visual and physical experience.

Key Responsibilities:

Finance & Governance

• Adhere to financial procedures for procurement, stock, and resource management.
• Collaborate with Department Heads to optimise revenue.
• Prepare monthly performance reports with recommendations.
• Identify suppliers to enhance efficiency and reduce costs.

Duty Manager

• Ensure site safety and service quality, addressing guest issues promptly.
• Lead emergency procedures and overnight shifts as scheduled.
• Ensure GDPR compliance and manage waste and chemical storage.
• Conduct incident investigations and update risk assessments as needed.

F&B

• Implement Health & Safety policies for team and guest safety.
• Support F&B service standards and drive sales.
• Lead vineyard activities and wine tastings.

Guest Relations

• Maintain guest relations facilities and CRM system for optimal service.
• Act as the main point of contact for guest issues and feedback.
• Conduct site tours and manage guest resources (buggies, bikes, etc.).
• Ensure areas are presentable and all data complies with GDPR.

Requirements:

• Minimum of 2 years’ experience in a Duty Manager/Supervisory role within luxury hotels, resorts, or similar environments.
• Proven experience in managing guest interactions and enhancing the overall guest experience, particularly for ultra-high-net-worth clients.
• Experience using CRM systems and Microsoft packages (e.g., Mews, Opera, Guestline).
• Strong leadership and communication skills, with the ability to train and guide team members.
• Be available for weekend, evening, and night shifts. As Duty Manager you will be required for at least 2 overnight shifts per week (private accommodation on site, is provided for such instances).