Duty Manager

Job Description

What you'll bring to the team

Step into the heart of Warwick Castle, where history comes alive every day and every decision shapes the story our guests take home. We’re currently looking for a confident Duty Manager to take the lead here at Warwick Castle, one of the UK’s most iconic historic attractions. This is a pivotal role at the heart of the operation, owning the daily running of the Castle, leading from the front and shaping exceptional guest experiences.

As Duty Manager, you’ll be the go-to decision maker on site, balancing guest experience, safety and smooth operations while supporting teams to deliver their very best. From opening the gates in the morning to seeing the last guests safely on their way, you’ll be there, present, visible and in control.

What you’ll be doing:

• Taking full ownership of the day-to-day Castle operation, always keeping guest experience front and centre.
• Leading Duty Management cover across the site.
• Chairing morning briefings and setting the energy, focus and priorities for the day.
• Taking the operational lead during incidents, confidently managing Level 1 and 2 situations in line with procedures.
• Maintaining a strong on-site presence, viewing every area through the eyes of the guest and fixing issues fast.
• Managing guest complaints with empathy, authority and a solutions first mindset.
• Supporting seasonal events and future planning, from Halloween to Christmas and beyond.
• Acting as the daily contact for first aid calls and overseeing first aider availability.
• Working closely with Marketing, Guest Experience and senior leaders to respond quickly to feedback, metrics and operational challenges.

This is a hands-on role across a large, historic site, requiring confidence, stamina and the ability to remain calm under pressure.

This role is full time on a fixed-term contract, working a shift pattern across 5 days out of 7. Flexibility is essential, including weekends, bank holidays and evenings depending on Castle close times and events.

Qualifications & Experience

• Proven experience thriving in fast-paced visitor attractions where safety and guest experience constantly evolve.
• Strong track record of confidently leading operational decisions on the ground, balancing guest experience, safety and commercial priorities.
• Experience delivering clear, engaging team briefings that set direction and energy.
• Demonstrable experience managing incidents, challenges or change while staying calm and decisive.
• Deep understanding of exceptional guest experience and how to recover it when needed.
• Comfortable maintaining a visible leadership presence, spotting issues and supporting teams across a large site.
• Experience leading by example within a values-driven organisation, embedding behaviours, standards and culture every day.

Benefits

• 25% discount in our retail shops and restaurants
• 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.

Pay Range

GBP £14.10/Hr.