Guest Services Manager - Meetings & Events

Kew Green Group; Brighouse; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading hotel organization is seeking a dynamic Guest Experience Manager to enhance service quality and team performance. You will lead a culture of excellence, ensuring guests have outstanding experiences. Ideal candidates will have operational management experience within a fast-paced hospitality environment, excellent leadership, and a passion for guest service.

Benefits

Discounts across retail, restaurants, events

Family and Friends discounts in hotels

Leisure Club complimentary membership

International Travel at Employee Rate

Progression opportunities across the UK and internationally

Flexible working hours

Qualifications

• Experience as an Operational Department Manager in hospitality, ideally with Events or Weddings.
• Enjoys using technology to enhance guest experiences.
• Self-motivated, focused under pressure, fun, and hardworking.

Responsibilities

• Lead the Guest Experience function ensuring outstanding service levels.
• Collaborate with other departments for smooth operations.
• Motivate and guide Guest Service Assistants towards excellence.

Skills

Interpersonal skills

Communication skills

Leadership skills

Attention to detail

Sales ability

Job description

This role? It’s ALL about the guest and delivering an outstanding service for them. And ensuring your team do the same.

Through hands-on leadership, you will ensure your team achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improve the guest experience.

What you’ll be doing

• Leading the Guest Experience function at the hotel; ensuring that all guests experience a safe & outstanding level of service throughout their stay, including our Wedding couples, Meeting Clients and Private function guests.
• Collaborating with other functional leaders within the business to ensure smooth operation across departments, in order to enhance levels of guest service, including liasing with our Central Meeting & Events Hub to ensure we have everything in order for a smooth service on the day
• Frequently reviewing guest feedback and seeking new, innovative ways to improve the guest experience
• Demonstrating and leading by example with a culture of:
  • Being attentive to all guests
  • Accurately and promptly fulfilling guest requests
  • Understanding and anticipating guest needs
  • Maintaining a high level of knowledge which will enhance the guest experience
  • Demonstrating a service attitude that exceeds expectations
  • Taking appropriate action to resolve guest complaints
• Guide, motivate and nurture our Guest Service Assistant colleagues to support with continuing service excellence and demonstration of our company values and culture
• Managing the performance of your team, conducting frequent job-chats that seek to enhance performance and where required, manage underperformance
• Building a sales culture across the GSAs whilst executing sales initiatives to maximise room and M&E sales.

What’ll make you a great fit

• You’ll have experience as an Operational Department Manager within a fast-paced hotel/hospitality environment, ideally with Weddings, Sales, Meetings or Event experience
• You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
• You’ll love people – and as a result, have great interpersonal, communication skills and leadership skills
• Details? You love them! You’ll be incredibly attentive with guests as a result
• Flexible and able to remain focused on results under pressure and to challenging deadlines
• Self-motivated and confident
• Hard-working but FUN!

The benefits

• Discounts across retail, restaurants, events etc (because we know life isn’t just about work)
• Family and Friends discounts in hotels across the Kew Green Hotels estate
• Leisure Club complimentary membership
• International Travel at Employee Rate for other branded hotels within our brand family
• Progression and room to grow, with opportunities across the UK and internationally
• Flexible attitude and working hours.