Guest Service Manager

Aimbridge; Bedford; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hotel discounts

Stream pay and savings

Employee assistance programme

Uncapped incentives

Staff meals on duty

Free staff parking

Staff training and development

Job summary

Aimbridge Hospitality EMEA is seeking a Duty Manager to lead hotel teams and uphold our high standards of guest service. You will oversee shift operations, resolve guest issues, and ensure the cleanliness and maintenance of rooms and public spaces across the property.

The role requires established experience in hotel operations with strong leadership, communication, and customer service skills, plus proficiency with hotel software and systems. Five years in a hotel setting is required.

Qualifications

• Experience and good understanding of hotel operations including reservations, check-in and check-out procedures, and customer service.
• Excellent communication and interpersonal skills to effectively manage staff and interact with guests.
• Strong leadership and organisational skills to motivate staff, set goals, delegate tasks, and monitor performance.
• Good understanding of hotel software and systems.
• Five years experience in a hotel setting.

Responsibilities

• Oversee shift operations and ensure guests receive exceptional service throughout their stay.
• Handle guest complaints and maintain positive relationships with guests.
• Ensure cleanliness and maintenance of guest rooms and common areas.
• Develop and implement guest service policies and procedures.

Job description

Who are we?

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We’re passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our “people first” approach to business, the Aimbridge experience is like no other.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage and spa
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme
• Uncapped incentives to reward you for your contributions
• Staff meals on duty
• Free staff parking

A day in the life of…

As a Duty Manager you’ll be responsible for managing our teams and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing shift operations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You will play a key part in developing and implementing guest service policies and procedures. In addition, you will be responsible for maintaining positive relationships with guests and ensuring that the hotel's reputation for excellent customer service is upheld.

What do we need from you?

• You’ll have prior experience and good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service, Food and Beverage and Housekeeping.
• You should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the hotel operates smoothly and efficiently.
• We’re looking for you to have a good understanding of hotel software and systems.
• Five years experience in a hotel setting required.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone ‘A Place to Grow’