Guest Service Manager (Aloft Hotel)

Aimbridge; Birmingham; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Staff discounts

Wellbeing allowance

Annual leave

Salary sacrifice schemes

Wagestream

Employee assistance program

Sick pay

Learning & Development

Job summary

Aloft Birmingham Eastside is seeking a Guest Services Manager to lead the front desk and guest experience, overseeing reservations, complaints, and staff performance. You will coordinate with the restaurant and bar to ensure seamless service and uphold Aloft brand standards.

The role emphasizes training, policy knowledge, and exceptional guest interactions to deliver a memorable stay for every guest.

Qualifications

• Supervise front desk and guest services to ensure smooth daily operations.
• Demonstrate outstanding customer service and resolve guest requests with professionalism.
• Train and coach team members to deliver Aloft brand standards.
• Ensure knowledge of hotel policies, rates and services.

Responsibilities

• Lead front desk and guest services operations across the hotel.
• Resolve guest complaints and guest requests with tact and speed.
• Coordinate with restaurant and bar to ensure seamless service.
• Provide staff training and maintain high levels of guest satisfaction.

Skills

Leadership

Customer service

Organizational skills

Hotel policies knowledge

Tools

PMS software

Job description

Aloft Hotels are designed for global travellers who love open spaces, open thinking and open expression. This is a place where travel creates possibilities, where style is necessary, connectivity keeps up with you, social scenes are vibrant, and the only direction is forward. This is Aloft Hotels.

The Eastside Rooms is a unique environment that combines the innovation of the future with Birmingham’s iconic heritage. Think stylish with a touch of cool. Professional with a touch of fun. We’re all about creating exceptional experiences. Couple attention to detail with a distinctive attitude for creating spectacular memories and you have the perfect combination of skills to enhance any occasion. Traditional, yet contemporary. This is The Eastside Rooms.

Aloft Birmingham Eastside & The Eastside Rooms is a Disability Confident Employer.

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?

We want our team to have a work life balance that works both for them and the business. Please feel free to talk to us at the interview stage about the flexibility you need and we will explore what’s possible for the role.

As part of the Eastside team, you will have access to a suite of benefits that include:

• Hotel discounts portfolio wide – staff rates and up to 50% discount on food & beverage and spa
• Subsidised meals on duty
• Paid breaks
• Financial contribution towards childcare from day 1 of employment up to age 12
• Annual wellbeing allowance up to £500
• A minimum of 30 days holiday (pro rata for part time and condensed hours working patterns)
• Salary Sacrifice Schemes – Holiday purchase scheme and Cycle to work scheme.
• Wagestream – 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
• Company sick pay - giving you piece of mind when you need it the most
• Annual reviews for salary and employee benefits
• A genuine commitment to your personal and professional growth through our excellent Learning & Development offerings
• Regular recognition of your contribution, including team appreciation days and events, quarterly and annual awards and on-the-spot rewards via our online recognition platform

As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this position will be offered an interview. If you would like to discuss this in more detail, please feel free to reach out to our HR team by phone [phone]) or email

The Day in the Life:

AsGuest Services Manageryou’ll be responsible for supporting the guest services team and ensuring that guests receive excellent service during their stay. Key responsibilities include supervising the front desk, handling guest complaints, managing reservations, and ensuring that guest rooms and common areas are clean and well-maintained, as well as ensuring exceptional guest experiences across all areas of the hotel, including the restaurant and bar. You will also responsible for training staff, enforcing guest service policies and procedures, and maintaining positive relationships with guests whilst upholding Aloft brand standards.

Most importantly as The Guest Services Manager you’ll play a vital role in ensuring that guests have a first class comfortable and enjoyable stay at the hotel.

What do we need from you?

• Leadership skills: As Guest Services Manager you’ll need to possess strong leadership skills to effectively manage and motivate the guest services team.
• First class Customer service skills: You should have excellent customer service skills to handle guest complaints and ensure guest satisfaction.
• Organisational skills: You’ll be organised and have strong attention to detail to manage guest reservations and maintain a clean and organised workspace within the hotel.
• Knowledge of hotel policies and procedures: As Guest Services Manager you should have a good understanding of the hotel's policies and procedures, including room rates, check-in and check-out procedures, and available services and facilities. Ideally, you’ll be familiar with common hotel computer systems and software.

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 enabling everyone to Be Their Best Selves.