Guest Services Manager - South Ascot

Blue Arrow; Windsor; On-site; GBP 32,000; Full time

Job summary

A hospitality company in Ascot is seeking a Guest Services Manager to lead the Front of House operations. The ideal candidate should have a hospitality degree and at least 5-star experience. Responsibilities include ensuring exceptional guest experiences, handling complaints, and training staff. Applicants should have strong communication skills and be organized. This role is full-time and offers a competitive salary of £31,827 per annum.

Qualifications

• 5 star experience.
• Previous Duty Manager experience.
• Must have excellent communication skills.

Responsibilities

• Lead the Front of House operation to provide exceptional guest experiences.
• Handle and oversee complaints, ensuring customer satisfaction.
• Train and monitor team performance.

Skills

Customer-oriented

Good written and spoken English

Team player

Good organization

Education

Hospitality degree

Tools

Opera

Computer Management system

Job description

Guest Services Manager - South Ascot (JO-2508-67842) Ascot, England

Salary: GBP31827 - GBP31827 per annum

Job Description

Job Role – Guest Services Manager

Rate of pay – £31,827

Hours – 40

Location – Ascot

Position Overview

• To lead the Front of House operation on a daily/nightly basis in order to provide an exceptional guest experience, from arrival through to departure.
• Anticipating guests needs in an intuitive manner and ensuring a seamless service is delivered at all times.
• Be an ambassador for Coworth Park, proactively reaching out to our guests during their stay to ensure that they have a seamless and anticipatory guest journey throughout their stay.
• Being an active communicator across the estate to ensure our teams are well informed of guest movements and preferences while creatively enhancing our guests’ stay through thoughtful personalisation and creative gestures.

Essential Functions & Physical Requirements

• Duty Manager responsibilities – oversee the running of Front of House to ensure a smooth operation in all Front of House areas and seamless guest experiences.
• Ultimately responsible for the provision of a seamless guest experience.
• Offer support and guidance to the team to ensure all team members work as one to deliver intuitive and seamless service according to CP standards.
• Handle and oversee complaints, log incidents, follow up with the General Manager and the guest to ensure customer satisfaction.
• Attend meetings when necessary, including daily morning meetings.
• Maintain lobby presence at peak times; greet and meet guests; ensure all VIP Guests are met.
• Engage with guests to make them feel at home and promote hotel services and facilities.
• Responsible for the training and performance of the team, with daily monitoring.
• Daily reporting, including nightly reports when required; run end of day using the hotel’s operating system when required; create daily briefing sheet; send report packs to HODs.
• Coordinate with all hotel departments by anticipating and communicating guests’ needs.
• Daily inspection of Front of House / Back Office areas and guest rooms; follow up on guest complaints and queries.
• Live our values as a Coworth Park brand ambassador.

Health & Safety

• Comply with all statutory and company health and safety, fire, bomb and security regulations.
• Ensure job-required certificates are kept up to date.

Flexibility

• Along with main duties, you may be asked to complete other tasks as reasonably required.
• You may be required to adjust hours to cover hotel needs.

Qualifications & Desirables

• Hospitality degree
• 5 star experience
• Previous Duty Manager experience
• Computer Management system
• Customer-oriented
• Good written and spoken English
• Good organization
• Team player
• Opera

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CV / Resume: Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.

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