Guest Service Manager

Arena Racing Company; Wolverhampton; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in leisure and entertainment is seeking a passionate Guest Service Manager for the Holiday Inn at Wolverhampton Racecourse. This role involves managing guest services, monitoring budgets, and ensuring a unique guest experience. Ideal candidates will possess strong organizational skills and thrive under pressure.

Benefits

Annual passes to attend any of our 21 venues

Discounted food & ARC days out

Cycle to work scheme

Holiday allowance increasing with length of service up to 28 days

Company life assurance scheme

Discretionary group annual bonus schemes

Support with study through our study assistance schemes

Qualifications

• Ability to work well under pressure.
• Excellent organisational skills.
• A systematic approach to problems.

Responsibilities

• Manage front office and guest registration.
• Assist in increasing Food & Beverage revenue.
• Conduct routine inspections of front of house.

Skills

Organisational skills

Ability to work under pressure

Systematic problem-solving

Job description

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We are looking for a passionate and knowledgeable Guest Service Manager – Reception to join the team here at the Holiday Inn at Wolverhampton Racecourse.

About us…

Arena Racing Company does so much more than lead the UK’s largest horse racing group. We have 21 racing venues showcasing horse racing, greyhound racing, golf courses, hotels and events. In short, leisure, entertainment, media production and global distribution are at the heart of what we do, making it an exciting and diverse place to work!

Our success is a team effort which is why we offer great opportunities for growth, development and career progression. After all, it’s our employees that enable us to offer first class service and create an electric atmosphere, all within an industry we love.

What is ARC?

We care for our visitors

We think about our impact

We are proud of our sport

Work Perks of being a Guest Service Manager – Reception…

• Annual passes to attend any of our 21 venues
• Discounted food & ARC days out
• Cycle to work scheme
• Holiday allowance increasing with length of service up to 28 days
• Company life assurance scheme
• Discretionary group annual bonus schemes to reward your hard work
• Support with study through our study assistance schemes

And so much more…

About the role:

Assist the Hotel Operations Manager to Manage all aspects of the front office, guest registration, guest welcome, business centre, telephone services, concierge services, and guest reservations to deliver a guest experience that is unique and brings the brand to life. To assist with support for the food and beverage area during your shift.

At Holiday Inn we want people who are friendly, welcoming, and full of life; people who are always finding ways to make every guest’s experience an enjoyable one.

Carry out Duty Manager shifts and will be responsible for managing the venue on non-racedays when other senior management are not on duty. You will be point of contact for any issues or customer queries / problems in the hotel.

The role will also be required to work closely with the rest of the Wolverhampton Racecourse Management Team to ensure that standards and ideas for innovation are shared throughout the venue and to maximise the potential performance of the racecourse and hotel through collaborative working.

Responsibilities

• Assist the Hotel Operations Manager monitor budget and control labour costs and expenses.
• Assist the Hotel Operations Manager and F&B team to increase the Food & Beverage revenue paying particular attention to increasing the non-resident side to this.
• Assist with the day-to-day staffing requirements, plan, and assign work, and establish performance and development goals for team members.
• Assist with the Education and train team members in compliance with local laws and health & safety regulations. Ensure staff are properly trained and have the tools and equipment to carry out job duties.
• Ensure front of house staff provide guests with prompt service, professional attention, and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests.
• Conduct routine inspections of the front of house and public areas and take immediate actions to correct any deficiencies.
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Assist with Training team members on PDQ procedures and serve as a central communications point during emergency / crisis situations.
• This job is a Guest Services job at a full-service hotel and racecourse. You will report directly to the Hotel Operations Manager.

Please view the job description attached to see the full list of responsibilities for this role.

The person we are looking for as a Guest Service Manager – Reception has…..

• Ability to work well under pressure.
• Excellent organisational skills
• A systematic approach to problems
• A process driven attitude to tasks
• Loyalty
• Commitment

We are on a thrilling journey. So, to join us at our next destination, be part of a winning team and to learn more about our company and this exciting opportunity apply today.

At ARC, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.