Guest Service Manager

Aimbridge Hospitality; Bedford; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Hotel discounts

Staff meals on duty

Free staff parking

Training & leadership development

Staff rates on F&B and spa

Job summary

Aimbridge Hospitality is seeking a Duty Manager to lead hotel teams, oversee shift operations, handle guest queries and complaints, and ensure the upkeep of guest rooms and public areas. You will help shape guest service policies and maintain the brand's service excellence.

You should bring five years of hotel experience, strong leadership, and solid knowledge of hotel software to effectively manage staff, reservations, check-ins/outs, and overall operations, while delivering outstanding guest

Qualifications

• Five years experience in a hotel setting.
• Strong knowledge of hotel operations including reservations, check-in/check-out, and guest service.
• Excellent communication and interpersonal skills for staff guidance and guest interaction.
• Proven leadership to motivate staff, set goals, delegate tasks, and monitor performance.
• Familiarity with hotel software and systems.

Responsibilities

• Oversee shift operations and ensure exceptional guest service throughout stays.
• Manage guest complaints and maintain hotel reputation for service excellence.
• Develop and implement guest service policies and procedures.
• Maintain positive relationships with guests and ensure cleanliness and maintenance of rooms and areas.

Skills

Hotel operations

Guest service

Leadership

Staff management

Communication

Hotel software

Job description

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.

• You should 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.

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, 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'.

• 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

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