JOB DESCRIPTION

As Duty Manager, you will play a key role in delivering exceptional experiences for our residents. You will oversee daily hotel operations, ensuring smooth coordination across all departments, while maintaining full compliance with health and safety standards. This hands-on role requires strong leadership, operational awareness, and a customer-first mindset. In the absence of the General Manager, you will deputise and assume full responsibility for the running of the hotel.

ABOUT US

Mercure Dumfries Cargenholm House Hotel is the newest addition to Splendid Hospitality Group’s portfolio, which opened in January 2023. Situated in the serene countryside, Mercure Dumfries Hotel sits 2.5 miles away from the historic market town of Dumfries.

Though this role is based mainly in the Front of House area, as Duty Manager your responsibilities include:

• Oversee daily operations across Front Office, Housekeeping, Food & Beverage, and Maintenance.
• Deputise for the General Manager, assuming full operational responsibility when required.
• Ensure full compliance with Health & Safety, Fire Safety, and Food Safety regulations.
• Liaise with government contract partners to ensure obligations are met and service delivery remains aligned with standards.
• Support external audits, ensuring all required documentation, checklists, and logs are accurate and complete.
• Monitor stock levels and manage ordering across hotel operations.
• Maintain excellent communication channels between Service Users and departments.
• Address and resolve resident complaints with professionalism, ensuring satisfaction and continuous improvement.
• Support service delivery in frontline departments as required (reception, F&B, housekeeping).
• Promote a welcoming and safe environment, ensuring Service Users feel respected and valued throughout their stay.
• Supervise, train, and motivate staff to deliver excellent guest service.
• Assist with recruitment, scheduling, and performance management in line with company policies.
• Foster a positive, supportive, and compliant working environment.