Guest Service Manager

Thwaites; Windermere; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Staff accommodation

Stream wage access

28 days annual leave

Health cash plan

Long service awards

Employee Assistance Programme

Discounted accommodation

Job summary

Langdale Chase Hotel on the shores of Lake Windermere is seeking an experienced Guest Service Manager to lead the reception, reservations and nights teams, delivering a five-star guest experience.

You will manage a warm, professional service with a focus on guest requirements, staff development, and brand standards to drive revenue and service excellence in a luxury setting.

Qualifications

• Experience in a Four- or Five-Star hotel in a Guest Service Manager or Reception Manager role.
• Ability to lead and develop a team with strong customer service ethos.
• Excellent communication skills and professional representation of the hotel.

Responsibilities

• Provide a warm and hospitable welcome and recognise returning guests.
• Have impeccable knowledge of bedrooms and facilities to offer the best service.
• Create a culture of customer service and warm hospitality through training and development.
• Ensure prompt, courteous and knowledgeable responses to telephone calls.
• Contribute to maximising bedroom sales and revenue control.
• Supervise and develop the reception, reservations and nights team through training.
• Ensure all brand and housekeeping/maintenance standards are upheld.

Skills

Guest Service Management

Team Leadership

Reservations

Nights Operations

Rezlynx

Tools

Rezlynx

Job description

We are looking for an experienced Guest Service Manager, reporting to the General Manager to manage the reception, reservations and nights teams to deliver a five-star guest experience. You will be responsible for ensuring that the teams offer a personal and professional service to the guests that visit our beautiful property located on stunning Lake Windermere.

Langdale Chase Hotel, which sits on the banks of beautiful Lake Windermere, has recently undergone a full and significant refurbishment of the hotel and reopned it's doors in November 2023. In that time the hotel has ahcieved 5 Star status from the AA and has been recognised in the prestigious Time Top 100 Places to Stay, ranked No. 3 and North of England Hotel of the year.

Your day to day;

• Provide a warm and hospitable welcome, recognising returning guest and being familiar with their preferences
• Have impeccable knowledge of hotel bedrooms and hotels facilities to offer the best service to guests
• Create a strong culture of customer service and warm hospitality within the department, through on going training and development
• Ensuring the department offers a prompt, courteous, knowledgeable response to telephone calls
• To contribute towards the maximisation of bedroom sales and deliver high levels of revenue control
• To supervise and develop the reception, reservations and nights team through training to deliver the hotels product plan and brand standards
• Ensure all brand standards are delivered by the team, including housekeeping and maintenance standards are upheld within the department

Who are we looking for?

As an experienced Guest Service Manager you will take pride in the delivery of exceptional hospitality and customer service, either face-to-face at the hotel or by telephone. You will naturally provide warm hospitality and demonstrate the ability to meet guest requirements, always striving to go that extra mile.

You will have extensive hands-on experience working in a high quality Four-Star or Five-Star hotel in a Guest Service Manager or Reception Manager role. You will be a motivational leader who can demonstrate role model behaviours and have previous experience of managing, motivating, and developing a team. Knowledge of reservations and nights operations would be advantageous

You will have exemplary communication skills with the ability to work well with others to represent the Company and the hotel in a loyal, professional, and knowledgeable manner. You will have confident computer skills and previous experience working with Rezlynx would be advantageous. You will have the flexibility to work hours dependent on workload and seasonal requirements.

In return, we are offering a rewarding role with scope for career progression along with;

• A competitive salary, negotiable dependent on experience
• Staff accommodation available
• Stream - the ability to access up to 40% of your wages as you earn them each week
• 28 days annual leave (rising to 33 days after 5 years)
• Enhanced maternity and paternity pay
• Health cash plan with access to discounted perks and high street discounts
• Long service awards, including free meals and free stays with your friends or family
• Employee Assistance Programme
• Discounted accommodation, food, and drink in our beautiful properties
• Pension and Life assurance
• Bespoke training programmes accessible to all
• Apprenticeships available
• An engaging & supportive work environment