Guest Services & Concierge Manager

TN United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in hospitality seeks a dedicated Guest Services Manager to enhance guest experiences at their London hotel. In this pivotal role, you'll lead a dynamic team, ensuring exceptional service and resolving guest issues with empathy. Your leadership will directly impact guest satisfaction scores, making every interaction memorable. With a focus on training and multi-skilling staff, you'll create a collaborative environment that thrives on excellence. Join this forward-thinking company and enjoy a range of benefits including discounted rates, pension schemes, and opportunities for professional development.

Benefits

Discounted hotel rates

Interest-free season ticket loans

24/7 Employee Assistance Program

Pension and Healthcare Schemes

Wagestream access

Generous referral scheme

Apprenticeships and qualifications

Discounts via online portal

Qualifications

• Creative leadership and a passion for guest service.
• Experience in analyzing guest complaints and improving service.

Responsibilities

• Ensure a friendly and efficient arrival & departure experience for guests.
• Respond to and resolve post-stay guest complaints efficiently.

Skills

Leadership

Attention to Detail

Guest Service

Analytical Skills

Knowledge of Opera

Education

Hospitality Management

Customer Service Training

Tools

Opera

Job description

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Client:

The Clermont Victoria

Location:

London, United Kingdom

Job Category:

Hospitality

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EU work permit required:

Yes

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Job Reference:

017f11d063e4

Job Views:

4

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

The Role

This role ensures that everyone working in the hotel, particularly the Guest Services team, focuses on improving the guest experience, exceeding expectations, and resolving issues and complaints efficiently and sympathetically. The goal is to improve the GRI and NPS scores for the hotel and increase response rates.

• Work with the FOH manager to ensure a friendly and efficient arrival & departure experience for all guests.
• Collaborate with the Guest Services team to add value to the guest experience.
• Ensure the guest service team is multi-skilled to cover both roles, maintaining optimal staffing levels to deliver a great guest experience cost-effectively at all times.
• Ensure the Guest Service Executive is aware of special requests, VIPs, and regular guests, and that their requirements are met.
• Identify training needs and deliver guest experience training to new hotel employees and those receiving frequent complaints or not meeting standards.
• Respond to and resolve all post-stay guest complaints and issues.
• Set up the hotel operation to resolve in-stay complaints quickly and efficiently.
• Analyze reasons for complaints and collaborate with other departments to resolve issues and prevent recurrence.
• Respond positively to guest comments on channels like TripAdvisor, Expedia.
• Organize and oversee high service levels within designated areas, promoting products to guests and increasing customer base.
• Maintain operational knowledge of all reception services, reservations systems, switchboard, communication methods, and guest services; act as Manager on duty when required.

What we look for

• Creative and inspiring leadership
• Attention to detail
• A passion for guest service
• Analytical skills
• Knowledge of Opera (advantageous)

What's in it for you?

• Discounted rates on hotel rooms, food, and drinks across the Clermont Hotel Group
• Interest-free season ticket loans (conditions apply)
• Access to a 24/7 Employee Assistance Program
• Pension and Healthcare Schemes
• Wagestream - access earned salary before payday
• Generous referral scheme
• Apprenticeships and qualifications up to Level 7 (Master's Degree equivalent)
• Discounts and cashback via our online benefits portal