Guest Services Manager

Holiday Inn Norwich City; Norwich; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dynamic Guest Service Manager to elevate guest experiences at their hotel in Norwich. This pivotal role involves orchestrating seamless operations, inspiring a dedicated team, and fostering a culture of service excellence. You will be at the forefront of creating unforgettable stays, collaborating with various departments to exceed guest expectations. With a strong emphasis on leadership and innovation, this position offers robust career development opportunities and a rewarding work environment. If you are passionate about hospitality and eager to make a positive impact, this is the perfect opportunity for you.

Benefits

Annual Conference Event and Awards

Career Development Opportunities

Employee Discounts

50% Off Food and Beverage

Employee Assistance Line

Free Access to Leisure Clubs

Qualifications

• Strong leadership skills with a focus on service excellence.
• Ability to innovate and exceed guest expectations.

Responsibilities

• Orchestrating seamless guest services and collaborating with departments.
• Inspiring the team to uphold company values and maximize sales.

Skills

Leadership Skills

Service Orientation

Guest Experience Enhancement

Sales Culture Development

Education

Hospitality Management Degree

Relevant Certifications

Job description

The role

Our Guest Service Managers are at the forefront of creating unforgettable stays for our guests. The role reports directly to the Hotel Manager and is part of a team based at our attractive hotel in Norwich City.

Guest Service Managers duties include

• orchestrating the seamless operation of guest services
• collaborating with various departments to elevate service levels
• constantly innovating to exceed guest expectations
• handling guest requests with precision and promptness
• proactively seeking new ways to enhance the guest journey
• setting the standard for service excellence

Beyond that, you'll inspire and empower our Guest Service team to represent our company values and culture, ensuring that service excellence remains our top priority. Through your guidance, you'll foster a sales culture within our department, maximising room and M&E sales while ensuring that our guests receive the best of what we have to offer.

Other titles for this role may include Front Office Manager, Food and Beverage Manager, Head of Department, Hotel Duty Manager, Guest Experience Manager, or Hotel Services Manager.

Full details of the role will be discussed with shortlisted candidates. If you'd like to find out more before applying, please contact our resourcing team at [e-mail].

Benefits

Our rewards package includes:

• Annual Conference Event and Awards
• Robust career development opportunities and support for personal growth
• Attractive discounts across many major retailers, restaurants, and events
• Complementary Employee, Family, and Friends discounts in hotels across the Kew Green Hotels portfolio and at partner hotels worldwide
• 50% off food and beverage while staying in our hotels
• 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice
• FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms)

What you’ll bring to the team

To excel in this role, you should possess strong leadership skills, a service-oriented attitude that exceeds expectations, and a passion for enhancing the guest experience. If you thrive on creating a positive impact and fostering a culture of service excellence, we encourage you to apply.

At Kew Green Hotels, we welcome applications from individuals of all backgrounds and abilities. If you require reasonable adjustments during the recruitment process, please complete the relevant questions or contact [e-mail]. We are committed to supporting your needs.

Next steps

A member of our hotel team will contact you to schedule a 15-minute chat to learn more about you. We will explain the role in detail and discuss your skills. If successful, you'll meet our Business Excellence Manager.

Who are Kew Green Hotels?

Kew Green Hotels is a rapidly expanding global company with a diverse portfolio, including brands like IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts, and Hilton. Our shared values unite us. Visit our website for more information.

Join our Kew-Team today!