Guest Service Manager

Heeton Concept Hotels; Manchester; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Employee recognition & rewards (Heeton

Annual leave up to 5 extra days

Discounted rates at Heeton/IHG hotels

Life Assurance

Income Protection

Employee Assistance Programme

Referral scheme

Cycle to Work

Job summary

Heeton Concept Hotels in Manchester is seeking a Guest Service Manager to lead front office operations and deliver a memorable guest experience. You will oversee daily front desk activities, coordinate with housekeeping and maintenance, and mentor staff to maintain high service standards across the hotel.

The role requires strong communication, organization and leadership skills, with fluency in English. Based in a central Manchester hotel, you will report to the Hotel Operations Manager and

Qualifications

• Previous experience in IHG branded hotels in reception or reception management/supervisory positions
• Outstanding communication and interpersonal abilities
• Excellent organizational skills
• Must speak fluent English

Responsibilities

• Liaise between Housekeeping and Maintenance and manage day-to-day staffing requirements
• Provide mentoring, coaching and regular feedback to improve employee performance
• Educate teams on safety regulations and ensure proper training
• Coordinate with department heads to promote teamwork and quality service
• Support departments during high-volume periods and special projects
• Review daily reports to identify opportunities and improve occupancy and ADR
• Ensure the front office delivers great service and personal recognition to guests
• Greet guests on arrival and engage with them to drive satisfaction
• Respond to guest complaints and gather feedback for continuous improvement
• Perform routine front office inspections and address deficiencies
• Support other departments to maintain guest satisfaction
• Handle guest needs of VIPs and repeat visitors
• Maintain supplies and green initiatives, recycling and safe handling
• Develop and maintain hotel procedures
• Check billing instructions and ensure secure transaction handling
• Train staff on front office procedures and act as central communications point during emergencies
• Perform other duties and act as Manager on Duty

Skills

Communication

Interpersonal skills

Organizational skills

Job description

When guests enter one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager you’ll deliver this through managing all aspects of the front office ensuring high standards are maintained. You’ll also create a warm atmosphere that makes our guests feel at home in any location.

This position is part of the Front office team and is directly accountable to the Hotel Operations Manager. You are responsible for supporting the day-to-day operations.

Your day-to-day

• Liaising between the Housekeeping and Maintenance departments and managing day-to-day staffing requirements, planning/assigning work.
• Provide mentoring, coaching and regular feedback to help manage conflict and improve employee performance
• Educate and train all employees in compliance with governmental and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
• Promote teamwork and quality service through daily communication and coordination with other department heads
• May assist with projects and assist various departments during high-volume periods
• Review daily reports identifying opportunities within the hotel
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
• Ensure your Reception team delivers great service, professional attention and personal recognition
• Ensure guests are greeted upon arrival and make time to engage with guests.
• Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
• Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies
• Perform duties as necessary, including supporting departments to ensure guest satisfaction
• Comply with special needs and requests of the guests, VIPs and repeat visitors
• Maintain and order supplies and equipment in a timely and efficient manner while minimizing waste and maintaining "green" initiatives (for example: container recycling and cleaning agents)
• Developing and maintaining procedures for the hotel
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
• Train team members on front office procedures and serve as a central communications point during emergencies/crises
• Perform other duties as assigned and serve as Manager on Duty

What we need from you

• Previous experience in IHG branded hotels in reception or reception management/supervisory positions
• Outstanding communication and interpersonal abilities
• Excellent organizational skills
• Must speak fluent English

Why you should apply

• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Employee & Friends/Family discounted rates at Heeton-operated hotels and IHG employee travel Programme
• Life Assurance, Income Protection and Employee Assistance Programme
• Referral scheme
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan and many more
• Heeton is an expanding company which offers excellent career, training and development opportunities
• Fantastic career potential with one of the UK's fast-growing hotel operators
• Retention bonus on completion of 6 and 12-month service

A convenient central Manchester hotel with excellent transport links is a short walk from Manchester city centre. The M60 and M62 motorways are near, and Manchester Airport is only 10 miles away. Nearby Manchester Piccadilly station has direct trains to London.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process