Duty Manager – Guest Experience
Location: Albert's Schloss Birmingham
Salary: £35,000-39,000 per annum + up to 32% bonus per annum (paid quarterly)
At Albert's Schloss, we believe unforgettable guest experiences start with passionate people, brilliant energy, and operational excellence behind the scenes. We’re looking for a Duty Manager to focus on our Guest Experience; to lead the floor during peak service, champion hospitality standards, and help create exceptional moments for every guest who walks through our doors.
This role is perfect for someone who thrives in a fast‑paced hospitality environment, has experience managing guest experience, is a whizz at reports and data and loves leading teams from the front, taking pride in making venues run smoothly, safely, and successfully.
What You’ll Be Doing
As Duty Manager – Guest Experience, you’ll play a key role in delivering outstanding hospitality while supporting the wider management team in the day‑to‑day operation of the venue.
Guest Experience & Service
* Lead busy shifts as the acting Duty Manager, creating a positive and energetic atmosphere for guests and teams alike
* Drive exceptional guest experiences through high standards of service and floor presence
* Monitor guest feedback, resolve complaints professionally, and identify opportunities for improvement
* Support venue‑wide initiatives focused on enhancing service quality and guest satisfaction
Operational Excellence
* Ensure all operational procedures, compliance checks, and cash handling processes are completed accurately
* Carry out operational audits and maintain high standards across the venue
* Support with managing PDQ systems, cash office reconciliation, and compliance administration
* Maintain excellent standards of cleanliness, organisation, and safety throughout the venue
Team Leadership
* Lead, coach, and motivate the team during shifts
* Support the development of junior managers and supervisors
* Foster a culture of professionalism, accountability, and continuous improvement
* Be a visible and approachable leader for both guests and team members
Sustainability & Standards
* Champion sustainable working practices within the venue
* Support environmental initiatives and help reduce operational waste
* Ensure safety and security procedures are followed, including lost property management and venue security standards
What We’re Looking For
* Previous experience in a hospitality management or supervisory role
* A confident and hands‑on leader who leads by example
* Strong organisational and problem‑solving skills
* Excellent communication and guest service skills
* Experience handling guest feedback and resolving issues positively
* Comfortable working in a fast‑paced, high‑volume environment
* A passion for hospitality and creating memorable experiences
Rewards for your hard work
* Competitive salary of £35,000–£39,000 per annum (depending on experience)
* Bonus – earn up to 32% of annual salary (paid quarterly)
* Guest experience monthly bonus
* 50% off at all Mission Mars venues for you and friends
* Workplace pension scheme
* Industry‑leading training through Mission Mars Hospitality Management Academy
* Invitations to major events including our annual Christmas Party & Awards, Summer BBQ and Annual Managers Conference
* 24/7 access to free, confidential mental health and wellbeing support
* An independent culture where your ideas genuinely matter
Albert’s Schloss is proudly part of Mission Mars. We’re committed to creating inclusive, exciting workplaces. If you need any reasonable adjustments during the recruitment process, contact us at careers@wearemissionmars.com.
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