Guest Services Manager

Cairn Group; Wakefield; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking a dedicated Duty Manager to lead their guest services team. In this pivotal role, you will create memorable experiences for guests while managing a variety of tasks, including reservations and event organization. Your leadership will foster a warm and welcoming atmosphere, ensuring each guest feels at home. With a focus on personal and professional development, this position offers a chance to grow within a family-owned business that values its team. If you have a passion for hospitality and a knack for exceptional service, this opportunity is perfect for you.

Benefits

Access to Wagestream financial wellbeing platform

Discounted Hotel Stays

50% off Food & Beverage

Spa Discounts

Retail, Cinema & Leisure Discounts

Development Opportunities

Monthly ‘Star of the Month’ Awards

Long-service Awards

‘Recommend a Friend’ Incentive

Employee Assistance Programme (EAP)

Qualifications

• Experience at supervisor level in hotel reception is essential.
• Proven track record of delivering excellent guest service.

Responsibilities

• Lead the guest services team and act as Duty Manager.
• Create a warm atmosphere for guests and ensure their satisfaction.
• Manage reservations, sales, and events as needed.

Skills

Leadership Skills

Interpersonal Skills

Customer Service

Communication Skills

Attention to Detail

Education

Experience in Hotel Reception

Job description

Working with us provides great benefits, including:

• Access your pay as you earn it through our financial wellbeing platform ‘Wagestream,’ a tool that lets you track your earnings in real-time, access a percentage of your pay as you earn it, learn easy tips for managing your money and save straight from your pay into pots for the future.
• Discounted Hotel Stays across our UK sites, and if you work for a branded venue, around the World!
• 50% off Food & Beverage at all our Hotels & F&B Venues
• Spa Discounts at our venues with a Spa
• Retail, Cinema & Leisure Discounts
• Development Opportunities via our ‘Grow with us’ initiative, including Apprenticeship opportunities, our Development Programmes, and more!
• Monthly ‘Star of the Month’ Awards
• Long-service Awards that start after 1 year of service
• ‘Recommend a Friend’ Incentive – Be rewarded for referring someone you know!
• Access to a confidential ‘Employee Assistance Programme (EAP)’ available 24/7, 365 days per year.
• Pension Scheme
• Other incentive programmes that run throughout the year

About the role…

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. You’ll deliver this through leading the guest services team whilst on shift, acting as Duty Manager, and creating a unique and special visit for our guests. You’ll also create the warm atmosphere that makes our guests feel at home in any location, as well as ensuring they have an enjoyable and successful stay. In this multi-skilled role, you may also be involved in reservations, sales and revenue, preparing and serving food and drinks, and organising the conference and events facilities.

About you…

You will have experience in a hotel reception at supervisor level, be able to demonstrate initiative and be someone who has a reputation for delivering great guest service.

• Excellent leadership skills with experience of developing and leading a team
• Excellent interpersonal and customer relation skills to ensure a seamless and memorable experience, proactively resolving any challenges that may arise
• Strong communication skills through a variety of means
• Flexible and adaptable, with the ability to stay calm under pressure, adapting your approach to complete routine and non-routine tasks
• High attention to detail and accuracy – great at managing one’s own time and the time of the team

About us…

At Cairn Group we're ambitious. With a varied and extensive UK portfolio of hotels, bars, and restaurants in our portfolio, we're focused on continual growth and are in it for the long haul. We are a family-owned business with family values at our core, with a growing team and sites UK wide.