Guest Services Manager

Alexander House Hotel & Utopia Spa; Crawley; On-site; GBP 31,000 - 36,000; Full time

Job summary

A leading hotel in Crawley is seeking a Duty Manager to enhance guest service within its esteemed Guest Services team. The role requires a warm personality and structured coordination of shifts to achieve high guest satisfaction, with responsibilities including staff management and guest interaction.

Benefits

4 weeks holiday, increasing to 5 with service

8 Bank holidays

Free car parking

Employee uniform

Discounted hotel accommodation for family

Discounts on hair treatments and spa services

Refer a Friend staff recruitment scheme

Special anniversary benefits

Qualifications

• Must hold operational hotel experience across a range of departments.

Responsibilities

• Ensure all areas of the hotel meet a 5-star standard at all times.
• Resolve guest complaints and ensure satisfaction.
• Liaise with departments to ensure smooth operations.

Skills

Communication

Attention to detail

Leadership

Organisational skills

Job description

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A smart, friendly, well-organised, guest service-focused individual is sought to complete our Guest Services team. You must have a five-star smile! and a warm, welcoming, and approachable personality. You are key to our guest service experience. You will complete Duty Management shifts with an emphasis on guest care & interaction to ensure total guest enjoyment from the time a guest enters the hotel and spa to the time they pay their bill and leave. Your actions and focus will determine the guest satisfaction levels and the extent to which they get the most out of their stay.

• 5 days, 40 hrs per week, flexible shifts covering daytime and evening shifts, including weekends (7am - 3.30pm and 2.30pm - 11pm)
• Complete Duty Management shifts as detailed on the early/late shift checklists.
• Ensure that during the shift all departments are correctly staffed to provide the best levels of service.
• Ensure all staff on duty in all areas are presented to the required standard.
• Ensure all areas of the hotel and spa are presented to a 5-star standard at all times.
• Hold the Daily Dash meeting with all operational Heads of Department to cover the business of the day and ensure any challenges are anticipated and plans are made to overcome them.
• Assist departments at peak periods to ensure service levels are achieved.
• Welcome arriving guests and acknowledge VIPs, returning guests, those celebrating a special event, and those with special requirements.
• Liaise with all departments to ensure smooth operation throughout the day/evening.
• Carry the Guest Services phone at all times to be a point of contact with operational staff, supporting and coaching, and taking action on challenges.
• Resolve all guest complaints and ensure guest satisfaction prior to departure.
• Be responsible for health and safety, fire safety, and procedures during your shift.
• Ensure effective handover to the next Duty Manager to maintain continuity of service.
• During busy arrival or departure periods, act as Host Manager in hotel reception, welcoming guests and coordinating concierge and supporting reception.

Requirements

• Excellent standard of personal appearance
• Friendly and confident communicator in person, on the telephone, and in writing
• Warm and friendly disposition
• Ability to coach and direct staff while on shift
• Organised and attentive to detail
• Must hold operational hotel experience across a range of food and beverage and front of house departments to be considered

The Benefits

£31,000 per annum + monthly service charge payment

• 4 weeks holiday, rising to 5 weeks with service
• 8 Bank holidays
• Free car parking
• Employee uniform

Additional benefits include:

Discounted hotel accommodation for you and your family at all hotels
Discounted hair treatments at our two Utopia Spas
Discounts on all food & beverage at all hotels
Discounts on individual treatments booked in our two Utopia Spas
Discounts on retail products in our two Utopia Spas
Refer a Friend staff recruitment scheme
Additional benefits when celebrating your 1, 3, and 5-year anniversaries, including your birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea, and service-related holidays.