Assistant Manager Guest Services

Hyatt Corporation; Greater London; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

12 complimentary nights across Hyatt

Discounted hotel stays for you and you

Free monthly massages

Access to hotel gym

Free meals on duty

Uniform provided and laundered

Headspace membership

50% discount on F&B at Hyatt

Career development opportunities

Job summary

Andaz London Liverpool Street, a five-star lifestyle hotel in central East London, is recruiting an Assistant Manager Guest Services to lead the Guest Services Office and deliver outstanding, seamless 5-star service.

You will coach the team, manage daily room allocations and guest requests, and partner with the Duty Manager to uphold exceptional service standards. A passion for hospitality and strong communication are essential, with Hyatt offering extensive development and benefits.

Qualifications

• Previous experience in a guest services, front office, or hospitality supervisory role is preferred.
• You are passionate about delivering outstanding guest experiences and have excellent communication skills.
• A positive attitude, strong problem-solving abilities and a commitment to exceptional customer service are essential.

Responsibilities

• Oversee and manage the Guest Services Office and ensure guests receive outstanding, seamless 5-star service.
• Lead by example and act as the point of contact for guests’ issues, requests and queries.
• Lead team trainings and ensure on-the-job training is conducted regularly.
• Oversee daily allocation to ensure guest preferences and requirements are met.
• Encourage professionalism, joy, attention to detail and conscientious engagement.
• Lead in establishing new SOPs within the department and keep the team up to date with best practices.
• Train, coach and onboard new and existing team members, creating training plans.
• Assist in completing the Daily upsell Audit.
• Assist FOM with departmental administration tasks.
• Attend weekly operations and group meetings in absence of other senior managers.
• Oversee daily room allocation and coordinate inter-department communications.

Skills

Guest services leadership

Front office supervisory

Communication skills

Hospitality experience

Job description

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It’s important to constantly challenge your knowledge and step out of your comfort zone."

Peggy Focheux Duval: Director of Learning & Development, France

Joining Andaz London Liverpool Street means becoming part of a five-star lifestyle hotel located in the heart of vibrant East London. Just moments from Liverpool Street Station, the hotel sits at the centre of one of London’s most trendy neighbourhoods.

The hotel features 267 guestrooms and suites along with a collection of distinctive food and beverage experiences including a brasserie, café bar, wine lounge, gastropub and Japanese restaurant, creating a diverse and fast paced environment for colleagues. Andaz also offers 14 unique meeting and event spaces including the historic 1901 Ballroom and the Masonic Temple, both rich in character and heritage.

At Andaz, which translates from Hindi as “personal style”, colleagues are encouraged to be their authentic selves while delivering personalised and memorable experiences for guests.

Duties and responsibilities related to the Assistant Manager Guest Services role

• To oversee and manage the Guest Services Office and ensure the experience for our guests whilst ensuring they receive an outstanding, seamless, 5 star service in all interactions with members of the Guest Services team.


• Must lead by excellent example at all times and act as the point of contact for guest’s issues, requests and queries.


• Along with the Duty Manager, lead the team trainings and ensure that on-the-job training is done on a regular basis.


• Oversee the daily allocation to ensure guest preferences and requirements are adhered to.


• Encouraging a working environment of professionalism, joy, attention to detail and conscientious engagement.


• Take lead in establishing new SOP’s within the department, ensuring that the current team are up to date with best practices.


• Lead the training, coaching and onboarding of new and existing team members. Proactively creating training plans.


• Assist in completing the Daily upsell Audit


• Assist FOM with departmental administration tasks.


• Attend weekly operations & groups meetings in absence of other senior Managers.


• Oversee the daily room allocation and communicate specifics inter departmentally.

About you

Previous experience in a guest services, front office, or hospitality supervisory role is preferred. You are passionate about delivering outstanding guest experiences, have excellent communication skills, and can confidently lead a team in a fast-paced hotel environment. A positive attitude, strong problem-solving abilities, and a commitment to exceptional customer service are essential.

Benefits you will enjoy as a Assistant Manager Guest Services

• 12 complimentary nights a year across Hyatt Hotels worldwide


• Discounted hotel stays across Hyatt not just for you but also your family and friends from the day you start!


• Free monthly massages


• Access to the hotel gym


• Free meals on duty in our colleague restaurant


• Uniform provided and laundered complimentary


• Headspace membership and access to our Employee Assistance Programme


• 50% discount on food and beverages when you dine as a guest at selected Hyatt Hotels


• Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide

At Hyatt, our purpose is to care for people so they can be their best. Guided by our values of Empathy, Integrity, Respect, Inclusion, Experimentation and Wellbeing, we create an environment where colleagues feel supported and empowered to grow.

With more than 1,450 hotels and all-inclusive resorts across over 80 countries, Hyatt offers opportunities to build your career within a global hospitality company featured in Fortune’s 100 Best Companies to Work For.

At Hyatt, we open doors and turn jobs into careers. Here, individuality is celebrated, people are supported to thrive, and everyone is empowered to make a meaningful impact.

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