Guest Services Manager

www.findapprenticeship.service.gov.uk - Jobboard; United Kingdom; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading hospitality company in Shrewsbury is seeking a Guest Service Manager to ensure unforgettable stays for guests. You will oversee a team, manage guest expectations, and promote service excellence. This hands-on role involves orchestrating guest services, handling requests, and training staff. Ideal candidates will possess strong leadership skills and a commitment to a positive guest experience. Competitive benefits and career development opportunities are offered.

Benefits

Annual Conference Event and Awards

Career development opportunities

Discounts across major retailers

Employee discounts at hotels

50% off food and beverages

24/7 Employee Assistance Line

Access to Leisure Clubs

Qualifications

• Strong leadership skills and a passion for enhancing the guest experience.
• Dedication to creating a positive impact and fostering a culture of service excellence.

Responsibilities

• Orchestrate the seamless operation of guest services.
• Handle guest requests and complaints with precision.
• Manage and train the team effectively.

Skills

Leadership skills

Service-oriented attitude

Ability to enhance guest experience

Job description

The role

Our Guest Service Managers are at the forefront of creating unforgettable stays for our guests. The role reports directly to the Hotel Manager and is part of a team based at our attractive Hotel in Shrewsbury SY2 6LH Holiday Inn Express.

Guest Service Managers are multiskilled; duties include:

• Orchestrating the seamless operation of our guest services
• Collaborating with various departments to elevate our service levels
• Constantly innovating to exceed guest expectations
• Handling guest requests with precision and promptness
• Proactively seeking new ways to enhance the guest journey
• Setting the standard for service excellence
• Cooking simple evening meals for up to 30 guests, such as pre-prepared curries, lasagna, pizzas, and burgers
• Cooking simple breakfast buffets for up to 140 guests
• Washing up and cleaning of BOH areas
• Food and bar service
• Reception duties including admin, cashing up, banking, emails, and simple accounting
• Health and safety compliance
• Dealing with guest complaints
• Managing emergencies
• Basic maintenance, e.g., replacing light bulbs and broken TVs
• Managing and training the team
• Working alongside three other managers to ensure the smooth running of the hotel
• This is a hands-on role involving working with the team

Beyond that, you'll inspire and empower our Guest Service team to represent our company values and culture, ensuring that service excellence remains our top priority. Through your guidance, you'll foster a sales culture within our department, maximizing room and M&E sales while ensuring our guests receive the best of what we offer.

Other titles for this role may include Front Office Manager, Food and Beverage Manager, Head of Department, Hotel Duty Manager, Guest Experience Manager, or Hotel Services Manager.

Full details of the role will be discussed with shortlisted candidates. If you'd like to learn more before applying, please contact our resourcing team at [e-mail].

Benefits

Our rewards package includes:

• Annual Conference Event and Awards
• Robust career development opportunities and support for personal growth
• Attractive discounts across major retailers, restaurants, and events
• Complimentary Employee, Family, and Friends discounts across Kew Green Hotels and partner hotels worldwide
• 50% off food and beverages during your stay
• 24/7 Employee Assistance Line for mental health, wellbeing, financial, and legal support
• Unlimited access to our Leisure Clubs (gym, pool, steam rooms)

What you’ll bring to the team

To excel in this role, you should have strong leadership skills, a service-oriented attitude, and a passion for enhancing the guest experience. If you are dedicated to creating a positive impact and fostering a culture of service excellence, we encourage you to apply.

At Kew Green Hotels, we welcome applications from individuals of all backgrounds and abilities. If you require reasonable adjustments during the recruitment process, please complete the relevant questions or contact [e-mail] for assistance.

Next steps

A member of our hotel team will contact you to schedule a 15-minute chat to learn more about you. We will discuss the role in detail and give you the opportunity to highlight your skills. Successful candidates at this stage will then meet with the Business Excellence Manager.

Who are Kew Green Hotels?

Kew Green Hotels is a rapidly expanding global company with a diverse portfolio across leading hotel chains, including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts, and Hilton. We are united by our values. For more details, please visit our website.

Join our Kew-Team today!