Guest Service Manager

InterContinental Hotels Group; Glasgow; On-site; GBP 60,000 - 80,000; Full time

Job summary

A premier hotel group in Glasgow is seeking a Guest Services Manager to lead the front office team in delivering personalised guest experiences. The ideal candidate will have over 2 years of experience in hotel management, particularly in front office operations, and must be flexible with shift patterns. Competitive compensation and several employee benefits are offered, making it a rewarding opportunity for career growth and development.

Benefits

Financial security with guaranteed hours and paid overtime

Opportunities for career progression

Worldwide discounted room rates

Generous maternity/paternity pay

Spa and F&B discounts

Qualifications

• Availability for varied shift patterns, including evenings and holidays.
• 2+ years of experience in front office management in a similar property.
• Understanding of market trends and initiative implementation.

Responsibilities

• Lead the front office team to ensure guests receive a genuine welcome.
• Manage arrival and departure of VIP guests and group bookings.
• Ensure team members complete relevant training and tasks.

Skills

Front Office duty management

Team leadership

Customer service

Problem-solving

Communication

Tools

Opera

Delphi

Microsoft suite

Job description

Overview

We are looking for a Guest Services Manager to join us at Kimpton Blythswood Square Hotel & Spa and embrace your unique, best self to provide our guests with heartfelt human connections!

At Kimpton Blythswood Square Hotel & Spa we want to deliver a ridiculously personal service to all our guests, whether they are relaxing in our Spa or enjoying sustainably sourced Scottish seafood in our iasg restaurant. As Glasgow’s only 5* Hotel, our team are focussed on providing our guests with 5* service and making heartfelt human connections in our boutique hotel, standing strong in Glasgow’s city centre.

Responsibilities

• Be yourself—bringing the real you to work, with your unique personality we want you to be who you are!
• Lead yourself – we trust you to make decisions and exert your creativity in order to provide our guests with heartfelt human connections, we trust you to do right!
• Make it count – you matter, and we will provide you with all the tools you need in order to create ridiculously personalised experiences for our guests every day!

• Supporting the Front Office Manager to ensure each guest is met with a genuine welcome and that their needs are attended throughout their stay (No detail is too small, and no request is too large)
• Managing the arrival and departure of VIP guests and group bookings
• Communicating both internally within the front office and externally, with the wider hotel team and immediate locale, to ensure the guest experience is personalised and always exceeds expectation
• Ensuring all Team Members have completed relevant training and are confident with all aspects of their role
• Managing the shift you are working, dealing with complex guest requests or complaints and making sure all tasks within the Team have been completed

Qualifications

• Availability to work a variety of shift patterns including days, evenings and there will be occasions whereby you will be expected to cover GSM Nights Holidays so you will have to be flexible and willing to work around Hotel demands
• Front Office duty management and team leadership experience for 2+ years in a property of similar size & standard.
• Proven track record with success at working with loyalty schemes and enrolments
• Have an awareness of market trends and the ability to implement new initiatives
• Good understanding of systems to support driving results Opera, Delphi, Microsoft suite
• Knowledge of a service optimization tool ‘Quore ’ is a plus
• Overall, you will be willing to work within our team to embrace our service and delight our guests!

Benefits

• Financial security - up to £29,820 per annum (based on experience), guaranteed hours, paid overtime, a free meal on shift, paid holidays, subsidised unsocial hour travel support and enhanced sick pay! Plus, Tronc paid monthly if in eligible role. Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
• Growth and development – extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice.
• Colleague perks- worldwide discounted room rates and discounted F&B whilst on employee rate (IHG has over 6,000 hotels and growing), plus generous friends and family rate. Discounts through our portal on your supermarket shop, experiences and loads of retailers on our perk’s portal.
• Wellbeing– generous maternity/paternity pay, employee assistance programme available 24/7 and access to mental health first-aiders
• Hotel specific benefits– Generous discounts in our newly renovated Spa and our F&B outlets (must be booked according to processes)!

If you are someone who likes to march to the beat of their own drum and wants to join a company which encourages authentic individuality, apply today! Check out our Instagram page @kimptonblythswoodsquare to see more.

You must meet the legal requirements to work in the UK.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual\'s race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.