Job Title: Guest Hospitality Duty Manager
Reporting To: Deputy General Manager & Head of Sales & Marketing
Working Closely With: Department Heads and Head of Sales & Marketing
Salary: £32,000 to £35,500 depending on experience
Hours: 40 hours per week
Location: The Wesley, Euston
About The Wesley
The Wesley is an independent hotel located in the heart of Euston, London, combining exceptional hospitality with a strong social purpose. As a social enterprise, we are committed to sustainability, community impact and delivering memorable experiences that place our guests at the centre of everything we do.
We believe hospitality extends far beyond reception. Every interaction, every department and every touchpoint contributes to creating an exceptional guest journey that builds loyalty, drives advocacy and strengthens our reputation.
We are looking for a Guest Hospitality Duty Manager who will champion guest experience across the entire business, creating strong alignment between operations, guest satisfaction and commercial performance.
Position Overview
The Guest Hospitality Duty Manager acts as a central point of coordination and contact across the hotel, bringing teams together to deliver a consistently outstanding experience for every guest and ensuring clear communication throughout every stage of the guest journey.
This role moves beyond traditional Front Office management, acting as a central point of contact across the business and bringing together Accommodation, Food & Beverage, Meetings & Events, Sales & Marketing and Guest Services to deliver a seamless and consistently high-quality guest journey. The Guest Hospitality Duty Manager will proactively drive guest satisfaction, monitor and improve online reputation scores, lead service improvements and embed a guest-first culture throughout the hotels, ensuring every department understands its contribution to the overall guest experience, brand reputation and commercial success.
Key Responsibilities
Guest Experience Leadership
· Act as a senior point of contact on site for guests, supporting the day-to-day operation of the business, resolving concerns and complaints
· Champion a guest-centric culture across all departments.
· Take ownership of the entire guest journey from pre-arrival to post-stay engagement.
· Ensure consistently exceptional service standards across every guest touchpoint.
· Lead initiatives that improve guest satisfaction, loyalty and repeat business.
Online Reputation & Review Management
· Work closely with the Marketing Manager and Head of Sales & Marketing to improve guest review scores, strengthen brand reputation and support future booking growth.
· Share guest insights, feedback trends and emerging opportunities with the Marketing Manager to help shape campaigns, promotions and guest engagement initiatives.
· Take ownership of The Wesley's online reputation, monitoring, analysing and responding to reviews across platforms including Google, Booking.com, TripAdvisor, Expedia and other relevant channels.
· Identify recurring themes from guest feedback and work collaboratively with departmental teams to implement meaningful improvements across the guest journey.
· Help create experiences that encourage positive guest feedback, strengthen brand reputation and contribute to future revenue growth.
Operational Collaboration & Guest Experience
· Oversee the coordination of all guest-facing operations.
· Build strong relationships between Housekeeping, Food & Beverage, Reservations and Sales teams.
· Lead daily operational briefings to ensure guest priorities are communicated effectively.
· Support teams during peak trading periods to maintain service excellence.
· Identify and encourage appropriate upselling opportunities throughout the guest journey, ensuring recommendations add value to the guest experience whilst supporting revenue and commercial objectives.
Performance & Service Standards
· Monitor guest satisfaction metrics and operational performance indicators across the hotels using guest feedback platforms, online review channels, surveys and internal reporting tools.
· Work alongside the Marketing Manager to review online review scores, complaint resolution times, repeat guest trends and service recovery outcomes, producing regular performance updates and implementing action plans to enhance the guest experience, strengthen brand reputation and support future bookings.
Sales & Marketing Alignment
Work closely with the Head of Sales & Marketing and the Marketing Manager to ensure operational delivery supports commercial objectives.
Responsibilities include:
· Ensuring the guest experience consistently delivers the promises communicated through marketing activity.
· Supporting initiatives that increase positive online reviews and user generated content.
· Sharing guest insights that help shape future campaigns and positioning.
· Identifying opportunities to create memorable moments that can be used within marketing activity.
· Supporting upselling and revenue generation opportunities throughout the guest journey.
At The Wesley, guest experience and marketing are intrinsically linked. Exceptional service creates positive reviews, strengthens brand reputation and directly influences future bookings.
People Leadership & Development
· Build and maintain a positive, professional, guest-focused and high-performing team culture across all guest-facing areas.
· Lead, coach and support colleagues, promoting accountability, collaboration and continuous improvement.
· Identify training and development needs, supporting colleagues to build skills, confidence and career progression opportunities.
· Recognise, celebrate and role model exceptional service, ensuring teams consistently deliver The Wesley's standards and values.
Technology & Systems
· Ensure teams effectively utilise hotel systems and technology to enhance operational efficiency and the overall guest experience.
· Work closely with the IT & Systems Manager to support the implementation, optimisation and adoption of new technologies and system improvements across the hotels.
· Identify opportunities to streamline processes and improve the guest journey through the effective use of technology.
Compliance & Quality Assurance
· Ensure all areas of the hotel operate in accordance with company policies, legal requirements and health & safety regulations.
· Maintain and regularly review health & safety records, ensuring all logbooks, checks and required documentation are completed accurately and kept up to date.
· Ensure all contractors and third-party visitors follow site procedures, including signing in and out of the visitor register and complying with health & safety requirements whilst on site.
· Conduct regular quality audits across guest-facing areas, maintaining high standards throughout the hotel environment.
· Attend weekly review meetings with the Deputy General Manager and Head of Sales & Marketing to discuss guest feedback, operational performance, priorities and ongoing improvement initiatives.
Working Conditions
· 40 hours per week with flexibility to work evenings, weekends and public holidays in line with business needs.
· The two Guest Hospitality Duty Managers will work collaboratively across both hotels, ensuring a visible management presence and operational support is maintained at all times.
· Both Guest Hospitality Duty Managers should not be based at the same property simultaneously during normal operations, unless required by the business, to ensure appropriate management coverage across both hotels.
· Weekend and public holiday cover will be shared between both roles, with flexibility to interchange shifts and responsibilities in line with operational requirements.
· The Guest Hospitality Duty Managers will be responsible for preparing rotas, payroll and budget requirements for their areas of responsibility. Rotas, annual leave and operational cover will be planned collaboratively to ensure continuity across both hotels, with both Duty Managers unable to take annual leave simultaneously. All rotas must be approved by the Deputy General Manager, or by the General Manager in their absence, before being finalised.
Pay: £32,000.00-£35,500.00 per year
Work Location: In person
