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Guest Services Manager required for a prestigious property located in the East Grinstead area. Transport will be required, due to shift work and location.
As Guest Services Manager, candidates require a background from within a premier hotel or similar as this role will be undertaking duty management. The role will require that you are visible to guests ensuring that an excellent service is provided. You will be working within front of house areas including food & beverage and reception, liaising with the supervisors / team managers and teams.As Guest Services Manager:
The Role includes:
A smart, friendly, well organised, guest service focused individual is sort to complete our Guest Services team. You must have a five-star smile! and a warm welcoming and approachable personality. You are key to our guest service experience. You will complete Duty Management shifts with an emphasis on guest care & interaction to ensure total guest enjoyment from the time a guest enters the hotel to the time they pay their bill and leave. Your actions and focus will determine the guest satisfaction levels and the extent to which they get the most out of their stay.
- 5 days 40 hrs per week, flexible shifts covering daytime and evening shifts, including weekends (7am - 3.30pm and 2.30pm to 11pm)
- Complete Duty Management shifts as detailed on the early/late shift checklists.
- Ensuring that during the shift all departments are correctly staffed to provide the best levels of service.
- Ensuring all staff on duty in all areas are presented to the required standard.
- Ensure all areas of the hotel are always presented to a 5 Star Standard.
- Hold the Daily meeting with all operational Heads of Department to cover the business of the day and ensure any challenges are anticipated and agree a plan to overcome them.
- Assisting departments at peak periods to ensure service levels are achieved.
- Welcoming arriving guests and acknowledging VIPs, returning guests, those celebrating a special event and those with special requirements.
- Liaison with all departments to ensure the operation runs smoothly throughout the day/evening.
- Carry the Guest Services phone at all times so you can be a point of contact with operational staff to support and coach and action solutions where challenges arise.
- Resolve all guest complaints and ensure guest satisfaction prior to departure.
- Responsible for health and safety, fire safety and procedures during your shift.
- Ensure an effective handover to the next Duty Manager to assist with continuity of service.
- During busy arrival or departure periods acting as Host Manager in hotel reception, welcoming arrival/departing guests and co-ordinating concierge and supporting reception.
Requirements include:
- Excellent standard of personal appearance
- Friendly and confident communicator in person, on the telephone and in writing
- Warm and friendly disposition
- Genuine desire to serve our guests
- Ability to coach and direct staff while on shift
- Organised and good attention to detail
- Must hold operational hotel experience across a range of food and beverage as well as front of house departments to be considered
The salary for Guest Services Manager is given as £29,000 / per annum (£27,500 + £1,500 per annum guaranteed service charge payment paid quarterly) / plus an additional end of financial year service charge bonus also paid. Transport is required due to location and shift.
N.E. Recruitment is acting as an Employment Agency in relation to this vacancyPlease send an up to date copy of your Curriculum Vitae.We look forward to receiving all applications however due to the high number of applications we are only able to contact candidates which closely match the level of skills and experience of the requirements of our clients. However for more information or opportunities please contact us or forward your cv for consideration.Candidates must be eligible to live and work in the UK
