Events Guest Service Manager

Accor; Longfield; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hospitality group in Longfield seeks an Events Guest Service Manager to oversee the guest experience at Mercure Dartford Brands Hatch Hotel & Spa. The role requires excellent leadership and customer service skills to maintain high operational standards and contribute positively to guest satisfaction. The ideal candidate will work flexibly and manage various department interactions. Competitive benefits include paid holidays and employee discounts.

Benefits

Pay reviews linked with development plans

28 days paid holiday

Employee discount programme

Contributory pension scheme

Free meals on duty

50% Discount on Food and Beverage

Full access to the Leisure Club

Qualifications

• Strong leadership skills required.
• Ability to provide excellent customer service.
• Willingness to learn and adapt is essential.

Responsibilities

• Oversee Food and Beverage and Front Office operations.
• Evaluate Guest satisfaction levels for continuous improvement.
• Ensure regular members are recognized and serviced well.

Skills

Customer service

Leadership

Flexibility

Sales techniques

Job description

Overview

Company Description

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart. You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfill yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment. Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, your colleagues and for the planet.

Hospitality is a work of heart. Join us and become a Heartist.

Job Details

Job Title: Events Guest Service Manager

Location: Mercure Dartford Brands Hatch Hotel & Spa

Reports to: General Manager / Deputy General Manager

Responsible for: Hotel Guest Experience and day to day supervision of Front of House associates

Start date: Immediate

Job Overview

Mercure Dartford Brands Hatch Hotel & Spa is a busy 4* Hotel with a Restaurant, Lounge, Sports Bar and Busy Meeting and Events facilities. Maintain a safe and secure environment for guests, employees and hotel assets by implementing and maintaining safety policies and procedures.

The Exciting Opportunity

The Guest Service Manager contributes to Mercure Dartford Brands Hatch Hotel goals and values by supporting the General Manager with managing the Food and Beverage / Front Office team. The successful applicant will display strong leadership, deliver excellent customer service, a positive attitude, willingness to learn and genuine care.

A Guest Service Manager is responsible for managing the first impressions of our guests and must perform the following tasks to the highest standards:

Responsibilities

• Oversee the entire Food and Beverage and Front Office operation to maintain high standards
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and Loyalty members are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme

• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Monitor the appearance & standards of Front Desk and F&B team
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Manage staff performance issues in compliance with company policies and procedures
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary
• Able to work flexibly including weekends and early and late shifts

People

• Flexibility to support other departments such as Front-Office, Restaurant & Bar, Kitchen, Housekeeping and Leisure Club, for which training will be received
• Work days as per business needs; the hotel operates 24/7, including weekends and public holidays
• Roster changes may be made with reasonable notice
• Will be required to work 12-hour shifts, daytime or night, to manage business needs

• Maintain good working relationships with colleagues
• Attend training when required
• Constantly improve product knowledge to maximise revenue and service
• Attend regular briefing sessions and hotel meetings when required

Quality

• Ensure our guests receive an exceptional level of service and want to return
• Anticipate guests’ needs and provide service to exceed their expectations
• Take appropriate action with regards to guest feedback
• Comply with brand, hotel and company operating standards
• Adhere to departmental Standards of Performance
• Ensure routine maintenance is carried out in your areas of responsibility, reporting any damage
• Assist with on-going departmental cleaning and safety practices
• Understand departmental risk assessments and be trained against them

Profit

• Upsell and promote hotel products to maximise revenue and meet targets
• Be aware of hotel facilities and promote them when possible
• Stay sales focused at all times
• Ensure charges are posted accurately to guest accounts
• Follow cash handling and credit procedures and report discrepancies
• Contribute to cost efficiency and profitability

Comply with company codes of conduct at all times. Perform other tasks as directed by your line manager in pursuit of business goals. Ability to work as part of a diverse team and understand health & safety policies, including mandatory training, emergency procedures, and security responsibilities. Proactively pursue environmental and energy-saving initiatives.

Success Criteria

• Arrive on time in correct uniform
• Display a positive attitude at all times
• Contribute to achieving revenue targets and controlling expenditure
• Meet targets on brand-specific guest feedback surveys
• Minimise guest complaints

Benefits

• Pay reviews linked with personalised development plans
• 28 days paid holiday (including public/bank holidays) pro rata
• Employee discount programme within the Hotel group
• Contributory pension scheme
• Free meals on duty
• Opportunities to be involved in charity and community events
• 50% Discount on Food and Beverage
• Full access to the Leisure Club

Additional Information

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.