SUMMARY

As the Guest Services Manager, you will be pivotal in ensuring an outstanding experience for our guests in the hospitality sector. Reporting to the Operations Manager, your core responsibilities will include overseeing guest services, managing hotel operations, and enhancing customer satisfaction. Your expertise in hotel experience and guest services will be essential, while your premium skills in multilingual communication and phone etiquette will further elevate our service standards. We expect you to lead a dedicated team, fostering a welcoming environment that prioritizes guest needs and drives repeat business.

SKILLS & EXPERIENCE

• Proven experience in hotel management and guest services
• Strong background in hospitality industry practices
• Excellent communication skills, both verbal and written
• Proficient in phone etiquette and customer interaction
• Ability to resolve guest issues effectively and efficiently
• Ability to supervise and motivate a team
• Strong organizational and multitasking skills
• Working knowledge of computers, Microsoft packages and preferably hotel PMS
• Flexibility in attitude, approach and working hours
  Job Type: Full-time
  Pay: £31,475.00 per year

Additional pay:

• Tips
• Yearly bonus

Benefits:

• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free parking
• On-site parking
• Referral programme
• Sick pay

Schedule:

• 8 hour shift
• Weekend availability

Work Location: In person
Reference ID: FHH/GS

• Daily supervision of the reception desk including the effective delegation of tasks to the Guest Relations Team
• Ensure the Hotel Operations Manager is informed of any relevant feedback from guests or hotel employees
• Ensure that the arrivals and departures for the shift are handled in a efficient and courteous manner
• Assist with guest relations tasks in an efficient and timely manner within established procedures when needed
• Assist the Hotel Operations Manager with department rostering to meet the demands of the business
• Identify and develop team member’s skills
• Assist with the training and development of new team members