Duty Manager

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. Please be aware this position is part time, 25 hours. 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.
  
  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.
Ready to discover your glow? Be part of something more than a hotel - where your personality shines and your ideas matter.

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. Looking to take the next step in your career? At Warner Hotels, you can discover your glow, as we believe people thrive when their unique strengths and personality are nurtured. Here, you're free to be yourself, make an impact, and thrive in a tight-knit team that creates truly unique guest experiences. At Warner Hotels, we're more than just a place to stay, we're a place where guests come to make memories, discover new experiences, and feel truly cared for.