Guest Services Manager

Holiday Inn Express Poole; Poole; On-site; GBP 25,000 - 30,000; Full time

Job summary

Un hôtel renommé recherche un Guest Service Manager passionné par l'accueil et le service à la clientèle. Vous serez responsable de la gestion des opérations de l'hôtel et de la création d'une atmosphère accueillante pour les clients. Les avantages incluent des repas gratuits sur place et des opportunités de formation.

Benefits

50% de réduction dans plus de 5000 hôtels IHG dans le monde

Programme d'assistance et de bien-être

Plan de santé

Assurance vie

Repas gratuits durant le service

Célébrations de l'employé du mois et de l'année

Formations et opportunités de développement

Qualifications

• Expérience hôtelière préalable en tant que Duty Manager ou similaire.
• Bonne compréhension des normes de sécurité alimentaire.
• Capacité à travailler de manière flexible, y compris les soirées et week-ends.

Responsibilities

• Gérer les opérations quotidiennes de l'hôtel.
• Assurer un accueil chaleureux pour les clients.
• Contrôler la propreté des chambres et former les membres de l'équipe.

Skills

Attention to detail

Customer service

Communication

Organizational skills

Proactivity

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Eclipse Hotels Group is an international family-owned hotel group headquartered in West London. Our current portfolio includes brands such as Holiday Inn, Holiday Inn Express, and CiTi Hotels, located across the UK, Europe, and the Caribbean.

An excellent opportunity has arisen for an experienced Guest Service Manager at our Holiday Inn Express in Poole. Join a developing employer passionate about delivering first-class service and a quality employee experience.

As our Guest Services Manager, you'll ensure guests have a memorable experience by managing daily hotel operations and creating a welcoming atmosphere. You should have excellent attention to detail and exemplary customer service skills.

Join us and enjoy the following benefits:

• Discounted hotel rooms at 5000+ IHG Hotels worldwide with 50% off Food and Beverage services
• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts at leading high street retailers
• Complimentary meals on duty
• Employee of the Month and Year celebrations
• Recommend a friend scheme
• Excellent training and development opportunities

Key responsibilities and duties:

• Create a warm welcome for guests, setting a positive tone for their stay
• Cover reception, restaurant & bar, and kitchen duties, including occasional night shifts
• Conduct room checks to ensure cleanliness and maintenance issues are addressed
• Champion new procedures, programs, or systems
• Mentor and support team members across the hotel
• Manage orders and stock takes for specific hotel areas

How will you achieve this?

We care about people and demonstrate this through our commitment to True Hospitality. Our key service skills include:

• True Attitude: Show care, build genuine connections
• True Confidence: Demonstrate knowledge and skills, instilling trust
• True Listening: Pay attention to guests' words and body language
• True Responsiveness: Provide timely, caring support

What we are looking for:

• Previous hotel experience as a Duty Manager, Front Office Supervisor, or similar, preferably from a branded hotel background, with strong knowledge of Front Office systems
• Experience in delivering exceptional customer service
• Basic understanding of Food Safety standards
• Proactive, composed, enthusiastic, approachable, and able to build rapport
• Good understanding of Food & Beverage service
• Excellent communication, organizational, and administrative skills; proficient in Microsoft Word, Excel, PowerPoint
• Willing to work flexible hours, including evenings, weekends, and bank holidays
• A clean driving license to chauffeur guests to the airport (for airport hotels)

We are an equal opportunity employer, committed to a diverse and inclusive workforce.