Vacancy Details

Premier Inn - Duty Manager/ Team Leader

Job ref.: 0484
Job title: Duty Manager/ Team Leader
Employer: Premier Inn
Job type: Permanent
Pay: 9.91 per hour
Date posted: 30/09/2019

Job Description:

Exceptional experiences happen on the ground floor of our hotels - from reception to the restaurant and beyond. It’s down to our Duty Managers to make sure every guest enjoys excellent service from every member on duty. You’ll organise, inspire, coach and support every member of the team to do their best for every guest, every day. As well as championing great service in your shift briefs and debriefs, you’ll play an active role in delivering it yourself. You’ll take payments, keep personal data safe, and make sure any complaints are resolved swiftly and satisfactorily.

You'll bring to the role proven experience of shift leadership in a customer facing environment. Both a leader and a team player, you’re highly organised yet flexible, with excellent problem-solving skills and a flair for coaching others. Good IT skills matter too, as you’ll need to use a range of systems. Like all of us, you really care about our guests. You’re committed to your colleagues too, and you’ll work hard for them. Crucially, you always strive to be the best in everything you do.

A Duty Manager at Premier Inn is a key role in ensuring team and guest safety too, so you’ll need to be confident and pro-active in your approach to managing risk and ensuring a safe working environment. Don’t panic – full training will be provided to anyone that joins our teams so that they have the knowledge and capability to deal with whatever their shift holds.

Duties are not limited to, but include the following:

  • Set the team up for success at the start of the shift through effective briefings
  • Support the induction and training of new and existing team members
  • Co-ordinate shift cover for absence
  • Act with high empathy in all guest interactions to ensure any issues do not escalate
  • Organise the team to ensure a culture of excellence through the delivery of brand standards, putting the customer at the heart of everything we do
  • Actively seek feedback from guests, and use this feedback to learn and improve, anticipating issues and resolving them effectively
  • Maximise revenue through up-selling behaviour sharing best practice with the team
  • Ensure personal and teams full compliance with health and safety policies and procedures
  • Assist in implementing and co-ordinating fire evacuations, including all emergency procedures and policies
  • Support with Charity (Great Ormond Street Hospital) and environmental initiatives and programs

Person Specification:

  • Uses passion and enthusiasm to engage others through positive emotional energy
  • Shows real interest and determination to deliver great guest experiences
  • Effective and engaging communication skills
  • Flexible and adaptable in approach to work
  • To work as part of a team
  • Using judgment to ensure the team are in the right place at the right time
  • Remains positive with the job in hand despite any setbacks
  • Basic information technology skills
  • Customer focus
  • Problem resolution/ complaint handling
  • Ownership in resolving issues
  • Managing teams
  • Basic understanding of health and safety legislation
  • Ability to deal with conflict and challenge to secure high standards
  • Remain calm under pressure
  • Organisation and time management
  • Experience of being responsible for the safety and security of others
  • Building professional relationships
  • Hotel/restaurant operations


  • Working more than 16 hours a week with us, you can choose to study for an apprenticeship to give you a nationally recognised qualification
  • Whitbread Privilege Card 25% Discount across our Restaurants, and up to 50% on hotel rooms
  • Annual incentive scheme – an extra week’s pay (tax free) on achieving all green performance targets
  • A wide range of discounts retail and leisure discounts including gym membership, cinema ticket and 02 price plans (which can be shared across 5 family members or friends)
  • Discounted ‘Premier Inn famous’ Hypnos mattresses and beds
  • Pension scheme with employer contribution
  • 50% off food whilst on shift

So, wherever you’re coming from, we will help you get to anywhere you want to go. Ready to make a difference for our guests, colleagues and also your career?

Please upload a copy of you CV & cover letter highlighting your key skills & experience.

Successful candidates will be invited to attend an interview on Monday 14th October 2019