Guest Services Manager

Aimbridge EMEA; Stockport; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading hospitality company is seeking a Guest Services Manager for their Stockport location. The role involves managing front desk operations, overseeing the guest services team, and ensuring exceptional service during guests' stays. Candidates should have prior hotel management experience, excellent communication skills, and leadership capabilities. This position offers industry-leading training, discounts, and a minimum of 28 days holiday.

Benefits

Industry leading training and development

Hotel discounts portfolio wide

Access to financial wellbeing program

24/7 employee assistance programme

Minimum of 28 days holiday

Starting salary above national minimum wage

Career and lifestyle breaks

Qualifications

• Prior experience in managing a hotel front office or similar.
• Excellent communication and interpersonal skills.
• Strong leadership and organizational skills.
• Good understanding of hotel software and systems.

Responsibilities

• Manage the guest services team and ensure exceptional service.
• Oversee front desk operations and handle guest complaints.
• Manage the budget and train staff.
• Develop and implement guest service policies.

Skills

Communication Skills

Leadership

Organizational Skills

Hotel Software Proficiency

Customer Service

Job description

Responsibilities

As Guest Services Manager you’ll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You’ll be responsible for managing the budget for the department, hiring and training staff, and developing and implementing guest service policies and procedures. In addition, you will be responsible for maintaining positive relationships with guests and ensuring that the hotel’s reputation for excellent customer service is upheld.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards.

Qualifications

• You’ll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• As Guest Services Manager, you should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively recruit, manage and motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the front office operates smoothly and efficiently.
• We’re looking for you to have a good understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools. You’ll be able to use these tools to manage reservations, track guest preferences and feedback, and analyse performance data.

About Aimbridge Hospitality EMEA

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We're passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our 'people first' approach to business, the Aimbridge experience is like no other. At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone 'A Place to Grow'.

Location & Company Overview

Holiday Inn Express Stockport 11 Station Road, Stockport, Cheshire, SK3 9JD. The Holiday Inn Express Stockport is ideally located adjacent to Stockport Railway Station, in the heart of this large town in Greater Manchester. Stockport can be described as the northern gateway to the Peak District. The Etihad Stadium, home of Manchester City is 5 miles from the hotel, with Old Trafford Football and Cricket grounds within easy reach. Holiday Inn Express® Hotels – Do you want to work for one of the world's fastest growing hotel brands? Holiday Inn Express is one of the fastest growing hotel brands in the world opening an average of two hotels a week, so there is sure to be one near you already or coming very soon! Our modern hotels provide both business and leisure travellers a fresh, clean, uncomplicated stay offering comfort, convenience and great value for money. Holiday Inn Express is part of the IHG family and is the largest hotel company in the world by number of rooms. The Holiday Inn Brand Family is: Holiday Inn, Holiday Inn Express, Holiday Inn Resort and Holiday Inn Club Vacations. They all share the same DNA from our powerful parent Holiday Inn. The trusted global leader in genuine Hospitality. We are a proud member of this family tree and like every family we do everything together to ensure the brand is strong to maintain its simplicity and smartness. As you know every family is going through changes sometimes and thats why we are now looking for YOU to make us feel complete and whole again.

Benefits

As part of the Aimbridge team, you will have access to industry leading benefits that include:

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage and spa
• Access to Stream – Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme
• Minimum of 28 days holiday
• Starting salary above national minimum wage
• Career and lifestyle breaks – Allowing you to take time off for key life events.