Guest Services Manager

Holiday In Express Manchester - TRAFFORD CITY; Manchester; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading hotel chain in Manchester seeks a Front Desk Manager to ensure high-quality customer service, manage guest check-ins and check-outs, and handle cash transactions. The ideal candidate should have prior experience in hotel operations and strong customer service skills. This position requires flexibility to meet the hotel's operational needs and adherence to safety standards while contributing to a positive guest experience. A uniform will be provided and opportunities for progression are available.

Benefits

International travel at employee rate

Progression opportunities

Uniform provided

Qualifications

• Experience in a front desk or customer service role in a hotel environment.
• Ability to handle cash transactions accurately and securely.
• Strong communication skills for interacting with guests and team members.

Responsibilities

• Manage guest check-in and check-out processes efficiently.
• Handle billing, cash transactions, and guest queries.
• Ensure compliance with hotel safety and security procedures.

Skills

Customer service skills

Cash handling

Flexibility

Proactive problem solving

Job description

To maximise sales, minimise costs and ensure quality standards are met.

Duties and Responsibilities

• Take reservations using the hotel reservation system , ensuring maximum occupancy and rates are obtained
• Check guests in and out, including preparation of guest bills and authorising payments
• Responsible for manning the Front Desk
• Responsible for cash handling including float and banking
• Dealing efficiently with day to day billing and guest service queries
• Check food stock levels and advise Duty Manager of items to be ordered
• Take food orders, service drinks at the bar
• Take meeting bookings and confirm food service requirements
• Other ad hoc duties as and when required
• Report anything considered a health and safety hazard
• Prevent abuse and/or destruction of hotel property
• Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets
• Responsible for looking after Hotel property at all times
• Ensure safety and hygiene standards are met
• To attend all relevant training as and when required
• To ensure that the company dress code is always adhered to
• Check daily arrivals for correct rate and financial data. Check 1 day, 8 day and 31 day reservation checks. Inform housekeeping of any special requirements
• Ensure all pre-payments are made for advance purchase bookings
• Issue group contracts for signing
• Liaise with booker of meetings and assist in the management of bookings
• Meet and greet meeting organisers ensuring meeting room requirements are accurate
• Check travel agent commissions are tracked and check invoices
• Check and complete Commissions and update daily
• Update Occ and ARR Tracker daily
• Assist reception cover where necessary
• Ensure invoices are processed onto Flash Report for Eagle
• Set up accounts for companies through Peel and chase accounts for payment
• Ensure compliance with company regulations at all times
• Ad hoc duties as and when required

General

1. To attend any meeting or training sessions as required by management.

2. To be conversant with:

• The Hotel Fire Procedures
• The Hotel and Company Security Procedures
• The Hotel Health and Safety Policy and Procedures
• The Hotel facilities and attractions
• Current Licensing regulations (Food and Beverage Service department)
• Methods of payment accepted by the Company (cash handling staff only)
• Hotel operation standards and department procedures
• Short and long term marketing promotions

Management of Customer Service and Operations

• Display a pro-active and leading role in terms of service, culture, development, team image, and systems, procedures and skills development.
• To be able to act with initiative, planning for the future and possible consequences. Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible.
• To ensure complaints and refunds are carried out in a professional manner.
• Carry out DM shifts ensuring smooth operation of business
• Manage the efforts of all hotel employees in providing a high level of customer service.
• Utilise the ONQ system, including how to interpret the data and use it to drive performance improvement.

Human Resource Management

• Conduct and/or participate in recruitment, interviewing and hiring of hotel employees.
• Establish training and development strategy for department employees.
• Prepare and conduct employee appraisals.
• Conduct and ensure all statuary training is adhered to.
• Supervise, mentor, train, coach, evaluate, motivate and develop staff.
• Build consensus within team to achieve brand standards.
• Mange employee relations issues such disciplinary and grievance.
• Adhere to employment law at all times.
• Absence management to be monitored and controlled along with holidays.
• Ensure staff rotas reflect in line with payroll budget.
• Process and administer all relevant paper work to General Manager.
• Ensure all staff adheres to uniform policy and hygiene standards at all times.

Sales and Marketing

• Ensure that the hotel has all booking channels operational.
• Deliver training sessions as appropriate to ensure that the brand promise is fully and consistently delivered within the hotels day to day operation.

Finance

• Monitor and conduct stock takes.
• Conduct daily revenue audit along with any revenue adjustments required.
• Manage banking, banking summary, petty cash and floats in accordance with company policies.
• Manage cost control throughout whole operation.
• Track and monitor cash loses with reasons why.

Assets/Property Management

• Adhere and maintain company records at all times.
• Adhere to all Health & Safety procedures and policies.
• Relevant administration of incident reports to General Manager.
• Assist with annual self audit.

What’s in it for me?

• International Travel at Employee Rate for other branded hotels within our brand family
• Progression
• Room to grow
• Uniform provided

Working days will be 5 day out of 7, With shift times of 06.45 till 15.15 or 14.45 till 23:15