Guest Service Manager

Staycity Group; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Guest Services Manager for their London location. The role involves overseeing front desk operations, managing staff, and ensuring high levels of customer satisfaction. Ideal candidates will have management experience, strong communication skills, and a commitment to guest care.

Qualifications

• At least 2 years of management experience in a fast-paced environment.
• Excellent verbal and written communication skills.
• Outstanding customer service skills.

Responsibilities

• Ensuring the smooth operation of the front desk daily.
• Welcoming guests in a friendly manner.
• Monitoring and acting upon feedback from guest satisfaction surveys.

Skills

Management experience

Customer service

Communication

Attention to detail

Tools

Opera

Job description

Staycity is looking for a Guest Services Manager to join the team on a full-time, permanent basis. In return, you’ll earn a highly competitive salary.

Staycity currently operates over 5,000 apartments across major European cities including Birmingham, Dublin, Edinburgh, Liverpool, London, Manchester, Marseille, Paris, York, and Lyon, with plans for more exciting locations.

The Staycity family is growing rapidly, aiming to become Europe’s largest mid-market, pan-European city aparthotel brand with 15,000 keys operational. We are now seeking a Guest Services Manager to be part of this exciting journey.

Our expansion under two brands – Staycity Aparthotels and the new premium brand Wilde Aparthotels by Staycity – continues to grow.

Key responsibilities of the Guest Services Manager include:

1. Ensuring the smooth operation of the front desk daily, liaising between guests and all departments.
2. Welcoming guests in a friendly manner in accordance with Standard Operating Procedures.
3. Monitoring and acting upon feedback from guest satisfaction surveys, third-party websites, and direct guest communications, resolving disputes professionally and within guidelines.
4. Verifying payments upon check-in and following procedures for different payment types.
5. Supervising department staff to maintain service standards and methods.
6. Anticipating and resolving issues to ensure guest well-being and satisfaction.
7. Managing and motivating a team of direct reports daily, and deputizing for the General Manager when necessary.

Ideal candidate skills, knowledge, and experience:

• At least 2 years of management experience in a fast-paced environment.
• Willingness to learn and develop.
• Excellent verbal and written communication skills.
• Outstanding customer service skills and attention to detail.

Previous experience working at the front desk for at least 2 years in a similar property, with proficiency in Opera, is preferred. The role requires a commitment to providing high standards of customer care.

Hours of Work:

The successful candidate will work shifts, including weekends and possibly night shifts as needed.

If you believe you are the right fit for this Front Office Manager role, please click ‘apply’ now! We look forward to hearing from you!