Guest Service Manager

Aimbridge Hospitality; Stockport; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Hotel discounts portfolio wide – Staff

Stream pay with savings

Staff discounts on food & beverage and

24/7 employee assistance programme

Uncapped incentives

28 days holiday

Starting salary above national minimum

Job summary

Aimbridge Hospitality in Stockport is seeking a Guest Services Manager to lead the guest services team and ensure outstanding service throughout guests' stay. You will oversee front desk operations, reservations, complaints handling, and maintain room and public area standards.

You will manage the department budget, hire/train staff, and implement guest service policies to uphold our reputation. We value passion for guest experience, strong communication, and leadership.

Qualifications

• Experience in hotel front office operations.
• Excellent communication and leadership abilities.
• Ability to manage budgets.
• Proven track record in staff training and development.
• Strong guest-service orientation.

Responsibilities

• Oversee front desk operations and reservations.
• Handle guest complaints and maintain service standards.
• Manage department budget and staffing.
• Hire, train, and develop front office team.
• Implement guest service policies to uphold brand quality.

Skills

Front office management

Customer service excellence

Team leadership

Communication skills

Budget management

Staff training and development

Tools

PMS

Booking engines

CRM systems

Job description

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.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

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’