Guest Experience Lead – Front Desk & Service Excellence

Aimbridge; Birmingham; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Staff discounts

Wellbeing allowance

Annual leave

Salary sacrifice schemes

Wagestream

Employee assistance program

Sick pay

Learning & Development

Job summary

Aloft Birmingham Eastside is seeking a Guest Services Manager to lead the front desk and guest experience, overseeing reservations, complaints, and staff performance. You will coordinate with the restaurant and bar to ensure seamless service and uphold Aloft brand standards.

The role emphasizes training, policy knowledge, and exceptional guest interactions to deliver a memorable stay for every guest.

Qualifications

• Supervise front desk and guest services to ensure smooth daily operations.
• Demonstrate outstanding customer service and resolve guest requests with professionalism.
• Train and coach team members to deliver Aloft brand standards.
• Ensure knowledge of hotel policies, rates and services.

Responsibilities

• Lead front desk and guest services operations across the hotel.
• Resolve guest complaints and guest requests with tact and speed.
• Coordinate with restaurant and bar to ensure seamless service.
• Provide staff training and maintain high levels of guest satisfaction.

Skills

Leadership

Customer service

Organizational skills

Hotel policies knowledge

Tools

PMS software

Job description

Aloft Birmingham Eastside is seeking a Guest Services Manager to lead the front desk and guest experience, overseeing reservations, complaints, and staff performance. You will coordinate with the restaurant and bar to ensure seamless service and uphold Aloft brand standards.

The role emphasizes training, policy knowledge, and exceptional guest interactions to deliver a memorable stay for every guest.