Job Overview:
A Guest Service Manager supervises the Guest Service/Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.
What you’ll do:
As Guest Service Manager, you will oversee the Guest Service/Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Service Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Comply with hotel security, fire regulations and all health and safety legislation
- Maintain good communication and working relationships with all hotel departments
- Conduct monthly communication meetings and produce minutes
- Manage staff performance issues in compliance with company policies and procedures
- Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
- Assist with other departments, as necessary
- Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
- Monitor staffing levels to meet cover business demands
- Set departmental objectives, work schedules, budgets, policies, and procedures
- Ensure regular and VIP Guests are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand’s loyalty scheme
- Oversee the entire Guest Service/Front Office operation to maintain high standards
- Recruit, manage, train and develop the Guest Service team
What you’ll have:
- High level of IT proficiency
- Excellent leadership, interpersonal and communication skills
- Ability to work on your own and as part of a team
- Previous supervisory experience in Front Office within the hotel/leisure/retail sector
- Previous experience of managing a department and Profit and Loss account
- Accountable and resilient
- Excellent grooming standards
- High level of commercial awareness and sales capabilities
- Flexibility to respond to a variety of work situations
- Experience of managing people and developing people
- Ability to work under pressure
- Commitment to delivering a high level of customer service