Assistant Guest Services Manager

Maybourne Hotel Group; Greater London; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Excellent benefits package

Pension scheme

Travel season ticket loans

Family friendly policies

Discounts on dining and spa services

Wellbeing support

Job summary

The Berkeley, part of Maybourne Hotel Group, has a storied heritage spanning over a century. Nestled between Knightsbridge and Belgravia, the hotel combines iconic style with exceptional service to enchant every guest experience from the moment they arrive.

Join a collaborative, energetic team where ideas are valued and career growth is supported through in-house training and clear progression paths. A culture of outstanding guest care and continuous improvement defines our daily work.

Qualifications

• Eligibility to live and work in the UK.

Responsibilities

• Identify all requirements for the week and ensure that every point is planned and actions assigned.
• Coordinate guest departure arrangements and post-departure queries.
• Manage guest complaints with personal follow-up, using feedback to improve guest recognition and satisfaction.
• Promote guest awareness of hotel facilities.
• Regularly review and update standards and job descriptions.
• Contribute to maintaining service levels in line with LQA and Forbes standards.

Job description

Be part of a hotel with rich history & heritage.

At The Berkeley, we strive to curate distinctive and enriching experiences for our guests and our colleagues every day. You will be part of the team to shape our future and fulfil our purpose.

The Berkeley

The Berkeley has been treading its own path for more than 100 years. From here, midway between fashionable Knightsbridge and neighbourly Belgravia, we're still taking style, comfort and service to inspiring new levels. There's nowhere quite like it. And that's the way we love it.

Stunning rooms by the brightest minds in the design world. Intuitive service that always seems one step ahead. From the moment you walk in, the hotel begins to work its magic. With many guests returning year after year, it's a spell that's hard to break.

Who strives here?

Our team never fails to impress. To us, extraordinary service means perfecting the little details and adding exquisite touches in the entire guest journey. You truly care for our guests and your fellow colleagues. You believe in creating a sense of enthusiasm. Your goal is to excel and bring out your best in each and every guest interaction.

The Berkeley Experience

You will find a supportive, fun and nurturing team where you can bring your ideas and creative thinking to your role.??We have a range of development interventions at every level and for different functional specialisms to help you design the trajectory of your career. Your team members are highly collaborative and the work environment is dynamic and stimulating.

Main duties and responsibilities

• Identify all requirements for the week and to ensure that every point and every detail is planned, responsibilities allocated and every action point on this programme.
• Ability to co-ordinate all arrangements for a guest’s departure and any queries after departure.
• Manage all guest complaints ensuring that every single one has been followed up with the client personally. This would include having all complaints reported to you, ensure that they have been sorted out and follow up with the guest personally. To consistently use guest comments with a view to improve guest recognition and satisfaction.
• Promote guest awareness of hotel facilities.
• Ensure that regular reviews and updates are made of all standards of performance and job descriptions.
• Contribute in maintaining an excellent level of service in conjunction with the minimum requirement of the LQA and Forbes standards at all times.

Here at Maybourne, we strive to reward our colleagues for the incredible work they do every single day. In return for your hard work and dedication, we offer you:

Financial Stability

• Excellent salary package.
• Family Friendly company policies, including enhanced Maternity and Paternity Pay.
• Holiday allowance increase after 3 and 5 years of service.
• Travel Season Ticket Loans.
• Pension Scheme*.
• Salary Sacrifice.
• Holiday Trading.
• Retail Discount.

Health and Wellbeing Support

• Subsidised monthly Podiatrist and Masseuse treatments.
• Flu vaccination vouchers*.
• Eye test vouchers and contributions towards glasses*.
• A dedicated team of Mental Health First Aiders & 24-hour colleague assistance helpline.
• On and off-site Occupational Health Service.
• Death in Service salary contribution.
• Various wellbeing activities focused on mental and physical health.
• A complimentary state-of-the-art all-day dining colleague restaurant serving a range of nutritious meals.
• Cycle to Work.
• Wellbeing & Social Champions.
• Volunteering opportunities.

Recognition and Career Development

• Referral Scheme 'Introduce a Star' where you can earn up to £1,500*.
• Instant colleague recognition and award programme with generous prizes.
• Colleague of the month nominations with generous prizes.
• Additional paid day off to celebrate your Birthday.
• Internal transfer and promotion opportunities.
• In-house training and development team with a strong focus on career progression and personal growth.
• Long service awards.

Memorable experiences

• Preferential room rates of £50 per overnight stay for yourself or your family across the Maybourne.
• Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.
• 50% Food and Beverage discount* across the Maybourne.
• Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children Party, etc.)
• Wedding and Baby gifts.
• Retirement functions.

*Terms and conditions apply to all benefits.

Eligibility:

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.