Guest Service Manager

TN United Kingdom; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Office Supervisor to lead their dynamic team in Manchester. This role offers the chance to create memorable experiences for guests while managing daily front office operations. You'll be responsible for training and mentoring staff, ensuring high service standards, and maintaining efficient processes. With a focus on guest satisfaction, you'll also handle budget management and collaborate with various departments. Join a forward-thinking company that values diversity and offers a comprehensive benefits package, including flexible working arrangements and opportunities for personal growth.

Benefits

Discounted hotel room rates

Additional leave for birthdays

Enhanced maternity leave

Course sponsorship

Refer a friend scheme

Flexible working arrangements

Wagestream

Life insurance

Employee assistance programme

Free meals on duty

Qualifications

• 1-2 years of front desk experience in hospitality, ideally in a hotel.
• Proven leadership skills and ability to build team dynamics.

Responsibilities

• Lead front office team to deliver outstanding guest service.
• Oversee daily operations, including check-in/out and billing processes.

Skills

Guest Service

Team Leadership

Communication Skills

Organizational Skills

Problem Solving

Education

High School Diploma

Hospitality Management Degree

Tools

Property Management Systems (PMS)

Microsoft Office Suite

Job description

Hampton by Hilton Manchester Northern Quarter

Location:

Manchester, United Kingdom

Job Category:

Hospitality

-

EU work permit required:

Yes

Job Reference:

eb52c11a4fc5

Job Views:

4

Posted:

01.05.2025

Job Description:

JOIN US

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

Nestled in Manchester’s trendy Northern Quarter, Hampton by Hilton offers 221 rooms with a fresh, modern style right in the city’s creative and cultural hub. The hotel features a vibrant breakfast area, a 24-hour fitness center, and a cozy lobby bar, all designed to reflect the area’s unique character. With its lively surroundings and modern amenities, Hampton by Hilton Manchester Northern Quarter provides a dynamic and inviting setting in one of Manchester’s most exciting neighborhoods.

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

A DAY IN THE LIFE OF A FRONT OFFICE SUPERVISOR ATOUR HOTEL

What you'll be doing..

• Lead the front office team to deliver outstanding guest service, ensuring every guest feels valued and welcomed
• Address guest needs promptly and professionally, building lasting impressions and guest loyalty
• Oversee daily front office operations, including check-in/out processes, room assignment accuracy, and seamless billing, with a focus on efficient processes to minimize wait times and uphold high service standards
• Recruit, train, and mentor front desk staff to create a positive, collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently
• Act as the primary contact for guest concerns, handling complaints with empathy and efficiency, and collaborating with other departments to ensure smooth operations and guest satisfaction
• Manage front office budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance
• Maintain records of occupancy, rates, and guest profiles, preparing daily, weekly, and monthly reports, and share insights with senior management
• Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships
• Ensure front desk operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members

What We Need from You:

• A minimum of 1-2 years of front desk experience in a supervisory or management capacity within the hospitality industry, ideally in a hotel setting
• Proven record of effectively leading a team, building positive dynamics, and coaching for performance
• Exceptional communication and interpersonal skills, with a passion for delivering high-quality guest service and resolving issues professionally
• Strong organizational abilities to manage daily operations and administrative tasks efficiently
• Familiarity with budgeting, forecasting, and financial reporting, along with knowledge of cash handling, accounts receivable, and basic accounting principles
• Proficiency in front desk and property management systems (PMS), such as Opera or similar, along with a working knowledge of Microsoft Office Suite
• Resourceful, solution-oriented, and comfortable making decisions under pressure
• Flexibility to work evenings, weekends, and holidays as needed to meet the demands of the hotel industry

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact.

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Created on 01/05/2025 by TN United Kingdom