Guest Services Manager

Front of House Recruitment; Greater London; On-site; GBP 45,000 - 50,000; Full time

Job summary

A luxury establishment in Surrey is seeking a Guest Services & Membership Manager to enhance member and guest experiences. This pivotal role involves overseeing front-of-house operations, managing staff, and ensuring the highest standards of service. The ideal candidate will have a solid background in luxury hospitality, with a focus on meeting the needs of high-net-worth individuals.

Qualifications

• Strong background in luxury hospitality or private member services.
• Experience in managing teams and front-of-house operations.

Responsibilities

• Lead and manage a team of approximately 15 staff in front-of-house operations.
• Develop and implement procedures to enhance guest experiences.
• Own the member journey and ensure high standards of service delivery.

Skills

Luxury Hospitality

Customer Service

Team Leadership

Concierge Services

Job description

Guest Services Manager / Membership Manager
Surrey GU25
£45,000 to £50,000

Guest Services Manager / Reception Manager / Membership Manager - in Surrey - for 5* VERY HIGH END Establishment

This is a newly created, pivotal role designed to elevate the member and guest experience at our luxury establishment. The Guest Services & Membership Manager will be responsible for overseeing all front-of-house operations, ensuring seamless service delivery, and developing an exceptional member journey. The successful candidate will possess a strong background in luxury hospitality or private member services, demonstrating an innate understanding of high-net-worth individual expectations.

Key Responsibilities:

• Front of House (FOH) Management: Lead, mentor, and manage a team of approximately 15 staff, including 10 Service Assistants and 5 Reception FOH staff. Oversee daily operations of reception and all front-of-house areas, ensuring high standards of presentation and service. Develop and implement FOH procedures to optimize efficiency and enhance the guest experience. Address operational issues promptly to minimize disruption.
• Concierge Services: Manage a comprehensive concierge service for members, handling requests from dinner bookings to bespoke event arrangements. Anticipate member needs and offer personalized assistance to improve their experience.
• Guest Room & Booking Management: Ensure accurate and efficient guest room bookings, coordinating with relevant departments. Oversee check-in and check-out processes for guest rooms.
• Member Journey & Experience Development: Own the member journey, ensuring a seamless experience from initial contact through ongoing engagement. Identify opportunities to increase satisfaction and loyalty through proactive, personalized service. Uphold the establishment's high standards across all touchpoints.
• Team Leadership & Development: Recruit, train, and develop the FOH and service team, fostering a culture of excellence. Conduct performance reviews, provide coaching, and ensure effective staffing and scheduling.