Guest Service Team Member - Louma Country Hotel

About Louma Nestled above the stunning Jurassic Coast in West Dorset, Louma Country Hotel offers guests exclusive access to fine dining, private vineyards, stables, a luxurious spa, and a range of curated activities. With 17 beautifully designed spaces across our Farmhouse, Timber Stables, Stone Barns and Shepherd Huts, we welcome individuals, couples and families seeking unforgettable moments in a truly unique setting. Join our passionate and dedicated team and help shape a world-class country hotel experience.   Role Overview As Night Duty Manager at Louma, you will take responsibility for the safe, smooth and professional operation of the estate during evening and overnight hours. Acting as the senior leader on site, you will ensure the highest standards of guest service, security, safety and operational readiness are maintained throughout the night. This role requires a calm, proactive and highly responsible individual who can confidently manage guest requests, oversee site safety, coordinate departments where required and respond effectively to incidents or operational needs. As an ambassador for Louma, you will ensure every guest continues to experience the warmth, care and attention to detail that defines our hospitality. Key Responsibilities * Oversee the safe and smooth operation of the estate during evening and overnight hours, acting as the senior manager on duty. * Maintain oversight of site security including locking procedures, monitoring guest and contractor access and ensuring the estate remains secure. * Conduct overnight operational checks including building inspections, safety checks and readiness for the following day’s operations. * Respond promptly and professionally to guest enquiries, requests and concerns during overnight hours. * Manage late arrivals, early departures and overnight guest assistance where required. * Prepare invoices and process guest payments in accordance with financial procedures. * Maintain accurate reporting and administrative records through the Property Management System, POS and CRM platforms. * Ensure compliance with all financial procedures including cash handling, stock usage and operational resource management. * Support the Head of Food & Beverage with stock control, procurement preparation and operational tasks to support daytime operations. * Provide out-of-hours Food & Beverage service where required, ensuring compliance with food safety standards, allergen procedures and operational SOPs. * Maintain clean, safe and presentable public areas and dining spaces when guests continue to enjoy them later into the evening, ensuring compliance with alcohol licensing regulations. * Ensure guest areas, entrances and estate facilities remain clean, safe and presentable throughout the night. * Support housekeeping preparations where required and assist with room readiness for early arrivals. * Maintain oversight of the Wellness Barn and associated facilities, ensuring safe operation including pool plant monitoring where required. * Support early opening or late closure of wellness facilities when guest demand requires, following all operational SOPs. * Maintain control of access and use of estate facilities to ensure the safety of guests, team members and third parties. * Lead and coordinate emergency procedures including First Aid response, fire procedures and evacuation if required. * Ensure full compliance with Health & Safety policies, SOPs, RAMS and GDPR requirements across all overnight operations. * Provide clear and structured handover communication to the morning management team following night shifts. * Support other departments where required to ensure smooth overnight operations across the estate.   What We’re Looking For * Previous experience in hospitality operations, ideally within a hotel or luxury property environment. * A calm and confident approach when managing operational responsibilities and guest interactions overnight. * Strong problem-solving ability and the confidence to make responsible decisions independently. * Excellent communication and interpersonal skills. * Strong organisational skills with attention to detail. * A proactive, reliable and professional approach to work. * Ability to work independently while supporting the wider team. * Availability to work evening and overnight shifts, including up to four night shifts per week. * A full UK driving licence.   Training & Requirements Essential training (or willingness to complete): * First Aid * Fire Marshal * COSHH * Manual Handling * Driving Licence * APLH (Personal Licence Holder) * WSET Level 2 * Mews PMS * Salto Systems Benefits * Performance based Bonus scheme * Annual Salary Review * Private Medical Insurance * Private Dental Insurance * Salary Sacrifice Pension Scheme * Life Insurance * Referral Scheme At Louma Country Hotel, our Night Duty Manager plays a vital role in ensuring the estate remains safe, welcoming and impeccably run throughout the night. This position suits a confident hospitality professional who thrives on responsibility and takes pride in delivering exceptional guest care at every hour.

Working pattern: Includes evening and weekend work. About Louma Nestled above the stunning Jurassic Coast in West Dorset, Louma Country Hotel offers guests exclusive access to fine dining, private vineyards, stables, a luxurious spa and a range of curated activities. With 17 beautifully designed spaces across our Farmhouse, Timber Stables, Stone Barns and Shepherd Huts, we welcome individuals, couples and families seeking unforgettable moments in a truly unique setting. Join our passionate and dedicated team and help shape a world-class country hotel experience. ABOUT THE ROLE We are looking for a proactive and practical Facilities Attendant to support the smooth, safe and high-quality operation of our buildings, infrastructure, grounds and site facilities. This role is ideal for someone who enjoys hands-on work, takes pride in maintaining excellent standards, and can respond efficiently to maintenance needs across a busy guest-facing environment. Working as part of the Facilities Department, you will help ensure our permanent and temporary buildings, roads, tracks, paths, utilities, equipment and working areas are well maintained, compliant, clean, tidy and presented to the standard expected by our guests, team members and partners. KEY RESPONSIBILITIES Carry out routine inspections of facilities, machinery and equipment, recording maintenance needs, actions and follow-up requirements. Undertake general internal and external repairs, decoration and maintenance tasks as required. Replace consumables such as bulbs and batteries, and ensure equipment, tools and resources are stored, cleaned and maintained appropriately. Keep site areas clean, tidy, safe and presentable to a high standard. Work closely with housekeeping and guest relations to ensure urgent repairs are prioritised and completed with minimal disruption to guests. Support the maintenance of roads, tracks, paths and outdoor areas to ensure they remain functional, safe and visually well presented. Organise the collection and removal of waste from site. Monitor utilities and services including water, drainage, electricity, gas, heating, air conditioning, gutters and drains. Liaise with contractors and service providers, supporting site projects and maintenance work in line with company policies and compliance requirements. Carry out any other reasonable duties required by the Facilities Department or management team. HEALTH AND SAFETY You will play an important part in maintaining a safe working and guest environment. This includes supporting the implementation of health and safety procedures, completing third-party inductions and records, following COSHH and safety data sheet requirements, and ensuring appropriate signage, barriers, lifting arrangements, working-at-height controls and team support are in place before work begins. ABOUT YOU Practical, hands-on and confident completing general maintenance tasks. Focused, proactive and enthusiastic, with a strong eye for detail. Able to work on your own initiative and as part of a team. Respectful, reliable and able to build good working relationships with colleagues, guests, partners, contractors and third parties. Committed to maintaining high standards of presentation, safety and service. Comfortable working in a guest-facing environment and representing the Louma Country Hotel ethos and standards. TRAINING AND CERTIFICATIONS The following training will be essential or required to obtain as part of the role: · First Aid · Fire Marshal · COSHH · Manual Handling · Working at Height · Diversity training Company Benefits * Private Medical and Dental Insurance * Enhanced Pension Scheme * Life Assurance * Performance Related Annual Bonus Scheme