Guest Services Manager

Sandman Hotel Group; Glasgow; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Flexible schedule

Pension

Rewards and recognition

Growth opportunities

Dedicated Training Programme

Hotel rates

Up to 40% food discounts

Referral Bonus £250

Job summary

Sandman Hotel Group in Glasgow is seeking a dynamic Guest Service Manager to lead the Front Office, Reservations and Guest Activities. You will ensure exceptional customer service and maintain Sandman Hotel Group standards across the Rooms Division.

Ideal candidates have hotel experience, strong supervisory skills, and excellent communication abilities. Join a team focused on guest satisfaction, staff development, and continuous improvement in a busy hotel environment.

Qualifications

• Previous hotel experience, especially in Rooms Division.
• Demonstrates supervisory abilities and good judgment.
• Computer literate with MS Office and related software.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.

Responsibilities

• Direct and control Front Office, Reservations, Guest Activities per standards.
• Ensure staff are informed about department objectives and policies.
• Forecasts with Reservations/Front Office/Sales to maximize occupancy and revenue.
• Develop relationships with guests and clients to ensure personalized service.
• Provide leadership in emergencies and supervise administrative duties.

Skills

Hotel experience

Supervisor skills

MS Office

Communication skills

Time management

Job description

We are seeking a dynamic Guest Service Manager to join our busy team. Our Managers understand the meaning of true Customer Service; they are professional, team-oriented, possess good work ethics and are extremely results driven. Join our team and enjoy the many benefits of working for Sandman Hotel Group privately‑owned hospitality company, including a competitive employee compensation package, diverse employee schedules, and internal corporate career advancement. If you are looking for a future career in hospitality, then the Sandman Hotel Group is for you.

Job Requirements

• The ability to direct and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to the Sandman Hotel Group standards, policies and procedures in conjunction with the Front Office Manager.
• Must ensure that all personnel are kept well informed of department objectives and policies.
• The ability to prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue.
• The ability to develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
• The ability to support Sandman Hotel Group philosophy towards employee development, morale and institute programs to ensure the effectiveness and promotion of the philosophy in within the Rooms Division.
• The ability to respond properly and take a supervisory role in any hotel emergency or safety situation. Manage all administrational duties as specified by the Company.

Duties

• Responsible for checking guests in and out of the Hotel.
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Posts bills, collects payment and makes change for guests.
• Runs various reports on the computer for management.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in‑house, arrival, departure, and room status reports every two hours.
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Complete welcome calls.
• Clean and tidy front desk area.
• Respond to telephone, e‑mail, and in‑person inquiries from clients, business partners, and other parties.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front‑line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.

Applicable Skills

• Have previous hotel experience, specifically in the Rooms Division Department.
• Demonstrate supervisor skills; good judgment and common sense.
• Computer literate with knowledge of a variety of computer software applications, including the Microsoft Office Suite.
• Superior written and oral communication skills.
• Excellent organizational and time management skills, with the ability to set priorities for self and others.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work.

Perks

• Additional Holiday with length of service milestones
• Flexible schedule
• Pension
• Rewards and recognition
• Growth opportunities
• Dedicated Training Programme
• Team, Friends and Family
• Hotel rates
• Up to 40% of food discounts
• Referral Bonus starting at £250
• X3 complimentary nights stays to use in the UK, Ireland or North America
• Education & Skills Development Reimbursement program

In return for your hard work and commitment we offer a competitive salary, a great range of benefits and ongoing training, development and career growth.

Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required. You must be legally entitled to work in UK to apply.