Guest Service Team Leader

Accor Hotels; Cardiff; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player in hospitality is looking for a Guest Service Team Leader to join their dynamic team in Cardiff. This role is perfect for an enthusiastic individual who is passionate about delivering exceptional guest experiences. You will lead a team of dedicated guest service representatives, ensuring smooth operations at the front desk while fostering a positive work environment. Your leadership will be vital in maintaining high customer service standards and resolving guest inquiries effectively. This opportunity offers a chance to grow within a supportive organization that values your contributions and provides numerous development opportunities.

Benefits

Meals while on duty

Provided uniform

Cycle to Work Scheme

Eye Care Voucher

Extra holidays

Pension Scheme

Exclusive discounts at Merlin Entertainment

Birthday Bonanza

Accor Dining Experience

Development opportunities through Accor Academy

Qualifications

• Proven experience in customer service, preferably in hospitality.
• Excellent communication and leadership skills are essential.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Lead and motivate a team of guest service representatives.
• Oversee daily operations of the front desk and guest inquiries.
• Manage and resolve guest complaints promptly and professionally.

Skills

Customer Service

Leadership

Communication Skills

Problem-Solving

Interpersonal Skills

Organizational Skills

Flexibility

Guest-Oriented Mindset

Education

Bachelor's degree in Hospitality Management

Tools

Hotel Management Software

Point-of-Sale Systems

Job description

Company Description

Overlooking the historic Bute East Dock, Novotel Cardiff Centre is for guests looking for style and comfort. It offers a quiet location close to many local attractions, including Cardiff Castle, Cardiff Bay, and St David's Shopping Centre. Relax and unwind with our fantastic leisure facilities, including a gym, swimming pool, and steam room. The on-site Customs Shed restaurant offers a mix of local and international cuisine, while the bar boasts a selection of beverages for you to relax and savour.

Our hotel is conveniently located for both rail and road travellers. It's just an 11-minute walk from Cardiff Central Station and a 10-minute drive from the M4. If you're flying in, we're approximately 30 minutes away from Cardiff International Airport. Our facilities are perfectly tailored for business travellers. We've got ten fully equipped meeting rooms available, which can accommodate up to 200 guests.

The hotel makes a great base for anyone travelling further afield too. Brecon Beacons National Park, Caerphilly, Swansea, and Bristol are within reach. The hotel is extremely convenient and caters to all types of trip.

Job Description

Join our dynamic team as a Guest Service Team Leader in Cardiff, United Kingdom! We're seeking an enthusiastic and customer-focused professional to lead our guest service operations and ensure exceptional experiences for our valued guests.

1. Lead and motivate a team of guest service representatives, fostering a collaborative and positive work environment
2. Oversee daily operations of the front desk, ensuring smooth check-ins, check-outs, and guest inquiries
3. Implement and maintain high standards of customer service across all guest touchpoints
4. Manage and resolve guest complaints promptly and professionally
5. Coordinate with other departments to ensure seamless guest experiences
6. Train and develop team members on service standards, procedures, and best practices
7. Monitor and analyze guest feedback to identify areas for improvement
8. Ensure compliance with company policies, safety regulations, and industry standards
9. Assist in managing inventory and supplies for the front desk area
10. Participate in the creation and implementation of guest service initiatives
11. Handle cash transactions and maintain accurate financial records
12. Contribute to the development of standard operating procedures for guest services

Qualifications

1. Proven experience in customer service, preferably in the hospitality industry
2. Previous leadership experience in a guest service role
3. Excellent communication and interpersonal skills
4. Strong problem-solving abilities and decision-making skills
5. Proficiency in hotel management software and point-of-sale systems
6. Ability to work flexible hours, including evenings, weekends, and holidays
7. Detail-oriented with excellent organizational skills
8. Cash handling experience
9. Team player with the ability to motivate and inspire others
10. Knowledge of hospitality industry standards and best practices
11. Ability to thrive in a fast-paced, dynamic environment
12. Guest-oriented mindset with a passion for delivering exceptional service
13. Adaptability and flexibility in responding to changing guest needs
14. Bachelor's degree in Hospitality Management or related field (preferred)

Additional Information

Let's take a look at the benefits you will receive from us.

1. Indulge in delightful meals while on duty
2. Look sharp in our provided uniform
3. Pedal your way to work with our Cycle to Work Scheme
4. Take care of your vision with our Eye Care Voucher
5. Enjoy extra holidays every year
6. Plan for your future with our Pension Scheme
7. Explore Merlin Entertainment with our exclusive discount
8. Celebrate your birthday with our special Bonanza
9. Savor the Accor Dining Experience at our hotels/restaurants
10. Seize development opportunities through Accor Academy
11. Prioritize your well-being with VIVUP
12. Plus, Accor offers you training in all hotel professions throughout your career, as well as infinite possibilities for career development within the Group's hotels, across multiple establishments and brands.
13. And much more awaits you...

Information on the processing of personal data:

When you submit an application to HQ and Midscale Hotels: Accor UK Business & Leisure Hotels Limited, trading as AccorInvest UK, the company processes some of your personal data to consider and manage your application.

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Information relating to the processing of candidates' personal data and to the exercise of their rights of access, opposition, rectification, and deletion is available in our Employee Privacy Policy.