Hotel Shift Manager

Summary of Role Purpose

• Reporting to the Venue Manager, the Shift Manager will ensure daily operational plans are fulfilled by ensuring that relevant tasks and objectives are being carried out by the team and that the team are in the right place at the right time to ensure we can manage fluctuating guest demands whilst keeping operational standards and guest experience high.
• You will support and coach the team to ensure they deliver a great experience, and are also driving any key targets such as add on sales or promotions.
• This is an operational guest facing role and therefore all non-guest facing tasks and activities will be allocated within your working week to allow you to spend the majority of your time within your venue and with the guests.
• The ideal candidate will be responsible for driving guest satisfaction by improving Guest NPS (Net Promoter Score) and addressing feedback to enhance the overall customer experience. You will also play a key role in boosting employee engagement through improved ENPS (Employee Net Promoter Score) and fostering a positive and productive work environment.
• Additionally, you will focus on optimising retail spend to ensure financial efficiency while maintaining profitability. Furthermore, the ideal candidate will ensure the right people are in the right place at the right time, managing staffing effectively to meet business needs and uphold high operational standards.
• You will be responsible for managing the team during shifts, ensuring that key tasks and objectives are met. You’ll actively drive add-on sales and promotions while supporting your team to do the same. Maintaining stock and ensuring propositions are always available for guests is crucial, as is consistently delivering a quality guest experience in line with brand and venue guidelines.
• You will provide accurate rota planning three weeks in advance using SAM and take accountability for the accuracy of closing the system. A key part of your role will be coaching and developing the team to meet departmental goals.

• The successful candidate must have previous leadership experience in a similar environment, along with strong guest-facing skills, handling a variety of queries and resolving complaints directly.
• Demonstrable experience in leading teams to success is crucial, including managing performance, coaching, delivering training and setting standards while role-modelling expected behaviours.

Annual Bonus + an excellent benefits package are on offer.