To be a Duty Manager, responsible for the Hotel and its guest and team members overnight. To ensure the Hotel and all in it are safe and secure, to be responsible for ensuring any evacuations or emergency situations are handled in the proper and safe manner according to Hotel policy.
To run night audit and manage the guest services function (including but not limited to check in, check out and reservations) throughout the shift adhering to the highest levels of guest service.
To manage the Night Porters to ensure all jobs and tasks are carried out as required.
Package DescriptionAnd now for the good stuff
Hospitality is all about looking after people and we are committed to our people. We work hard to ensure you can enjoy your job and are well rewarded. As well as excellent training, development and progression opportunities, other benefits include:
Competitive salary, benefits and we pay above the Real Living Wage.
30 days holiday (increasing with length of service)
We operate a discretionary service charge system.
50% Discount on food and beverage across all Exclusive properties
Really big discounts of room nights across all Exclusive properties
PERKZ discount scheme & Online guides such as Exercise, Wellbeing, and Finance.
Meals on duty provided for free
Recognition and rewards scheme
Access to our learning platform including great training and development programs.
Free gym access + where available dedicated classes.
B Corp accredited and commitment to improving our People, Product and Planet.
Free downloads to newspapers, magazines and books
Cycle to work scheme
The Exclusive Collection is committed to promoting equal opportunities in employment. Job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics). A copy of The Exclusive Collection Equal Opportunities and Diversity Policy is available on request.
Main ResponsibilitiesOur successful Night Supervisor will be responsible for;
Assisting with the overall operation of the hotel during the night time hours
Attending to guests' needs and requirements including check in and check out procedures
Maintain presentation of key front of house areas to include some cleaning duties
Deliver room service requests to guest rooms when required
Handle telephone enquiries including basic hotel reservations
Ensuring all systems, processes, and SOP’s are up-to-date and are regularly reviewed
Coordinate all emergency procedures in the event of any incident in and around the hotel premises and grounds including fire and other serious incidents
Undertake night audit procedures
Responsible for the security and integrity of property and guests whilst on duty, whilst adhering to company policy and legislation
Acting as a lobby host at key times
Ensuring the team are performing tasks to the departmental SOP’s
Following up guest complaints and take appropriate guest recovery action
Ensuring cash handling processes are followed at all times
Ensuring that all documentation used during the Customer Journey is on-brand in delivery
The Ideal CandidateOur successful Night Porter will have;
Outstanding customer service skills
Previous experience in a similar hospitality operation and specially working at night
A responsible and detail led approach to tasks
Ability to work alone
To have a great personality and be genuine, approachable and attentive
Excellent spoken and written English.
Computer literacy including experience of hotel PMS
Ability to remain calm whilst under extreme pressure or in emergency situations
Physical fitness
Experience of supervising the work of others
About The CompanyAre we right for you?
We expect a lot but we’ll give a lot to get the right people. There are 4 main things we look for
We want people with bags of character. We don’t want you to hide your personality when you’re at work, we want you to feel comfortable, to be who you are.
We want people people. You’ve got to like being around others, smiling and chatting because you like people, not because someone told you to smile and chat.
We need extra milers. So if you think the job description is all you have to do, then we’re not for you.
You have to put your heart into it. When you tell a guest you’re happy to help, you have to mean it.
