Guest Service Manager

Aimbridge; Stockport; Sur place; GBP 25 000 - 40 000; Plein temps

Avantages offerts par ce poste

Training & leadership development

Staff discounts

Stream pay & savings

Employee assistance programme

Incentives & bonuses

28 days holiday

Above national minimum wage

Résumé du poste

Aimbridge Hospitality EMEA is seeking a dedicated Guest Services Manager in Stockport. You will oversee the front desk, reservations, and guest relations, ensuring exceptional service and smooth operations across all guest touchpoints.

Ideal candidates will have strong leadership, experience with hotel software (PMS/CRM), and a track record of delivering high standards in hospitality. The role requires managing budget, staff development, and maintaining excellent guest relations.

Qualifications

• Experience managing a hotel front office or similar, with knowledge of reservations, check-in/out procedures, and guest service.
• Excellent communication and interpersonal skills to guide staff and handle guest queries professionally.
• Strong leadership to recruit, train, motivate, and monitor front office performance.
• Solid understanding of hotel software and systems, including PMS, booking engines, and CRM tools.

Responsabilités

• Oversee front desk operations and guest services to ensure exceptional service during every stay.
• Manage reservations, room blocks, and guest feedback; implement service policies and procedures.
• Lead budgeting for the department and participate in staff hiring, training and development.
• Maintain positive relationships with guests and uphold the hotel’s reputation for service excellence.

Connaissances

Front office management

Reservations & PMS

Customer service excellence

Staff leadership

Budgeting & policy development

Outils

PMS software

CRM systems

Booking engines

Description du poste

Who are we?

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

• 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
• Minimum of 28 days holiday
• Starting salary above national minimum wage

A day in the life of…

As Guest Services Manager you’ll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You’ll be responsible for managing the budget for the department, hiring and training staff, and 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.

What do we need from you?

• You’ll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• As Guest Services Manager, 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 recruit manage and motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the front office operates smoothly and efficiently.
• We’re looking for you to have a good understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools. You’ll be able to use these tools to manage reservations, track guest preferences and feedback, and analyse performance data.

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’