Guest service Manager Reception

Aimbridge; Bournemouth; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Training & leadership

Staff discounts

Stream pay advances

Employee assistance programme

Uncapped incentives

Flexible working

Staff meals on duty

Gym access

Career breaks

Free parking

Job summary

Aimbridge Hospitality is seeking a Guest Service Manager for our Bournemouth-area front office. You will lead the Front Office operation, ensuring exceptional guest experiences and prompt handling of bookings and inquiries.

You will recruit, develop and manage front office staff, set objectives, and provide regular feedback to maintain smooth, revenue-focused operations in a busy hotel environment.

Qualifications

• Experience in managing a hotel front office or similar, with understanding of reservations, check-in/check-out, and guest service.
• Excellent communication and interpersonal skills to manage staff and guest interactions.
• Strong leadership and organisational abilities to recruit, motivate and evaluate staff.
• Good knowledge of hotel software and systems, including PMS, booking engines and CRM tools.

Responsibilities

• Lead the Front Office operation to deliver exceptional guest experiences and maximise revenue streams.
• Oversee recruitment and ongoing development of the front office team with regular feedback.

Skills

Front office management

Customer service

Staff leadership

PMS/CRM software

Communication

Problem solving

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
• Flexible working opportunities
• Staff meals on duty
• Access to hotel gym facilities
• Career and lifestyle breaks – Allowing you to take time off for key life events.
• Free staff parking

A day in the life of…

As guest service manager Reception you will lead the Front Office operation, always ensuring the delivery of an exceptional guest experience and ensuring all customer enquiries and requests for bookings are dealt with promptly, courteously, and efficiently, always achieving the best revenue streams.

You will also oversee all recruitment and continual development of the front office team ensuring departmental objectives for the team are set and feedback is provided on a regular basis

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.
• 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.

Please note we will only be accepting applicants age 18 or above for this role, and you will be requested to provide a Basic Disclosure Check during your onboarding

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’