Guest Services Supervisor

Exclusive Hotels and Venues; Ascot; On-site; GBP 40,000 - 60,000; Full time

Job summary

A prominent hospitality group in Ascot is seeking a Guest Services Supervisor to lead the team and enhance guest experiences. Responsibilities include coordinating services, handling complaints, and training staff. Ideal candidates have at least one year of relevant experience and strong communication skills. This role offers competitive pay and a range of benefits including discounts and training opportunities.

Benefits

Competitive salary

29 days holiday

50% discount on food and beverage

Free gym access

Meals on duty provided for free

Qualifications

• Minimum one year experience in similar hospitality background including Front of House experience.
• Strong communication skills and ability to work under pressure.
• Knowledge of local area.

Responsibilities

• Coordinate the guest services team and ensure tasks are performed to standard.
• Champion customer care and handle guest complaints.
• Assist in recruitment and quality training of team members.

Skills

Communication skills

Immaculate presentation

Ability to work under pressure

Use of initiative

Friendly telephone manner

Education

NVQ level 2 or equivalent

Job description

Job Introduction

In a Nutshell

As Guest Services Supervisor , you willassist in leading the team to provide the most memorable experience to our guests, members and visitors. You will provide the initial welcome and the last farewell on departure to ensure our guests leave with a smile on their face.

Role Responsibility

Lots to do but lots of fun

Our Guest Services Supervisor will be responsible for;

• Key duties of the Guests Services Assistant plus;
• Helping to co-ordinate the guest services team functions and activities.
• Beingfully comprehensive in all operational areas of the Guest Services team
• Championing the highest level of customer care and service and deliver wow experiences with special attention paid to
• Acting as a lobby host at key times
• Meeting and greeting arrivals
• Championing and raising awareness of guest profiling and the use of guest name
• Following up guest complaints and take appropriate Guest Recovery action
• Ensuring team members are performing specific tasks to the department SOPs
• Controllingall operating costs within the standards set under the direction of the Guest Services Manager
• Promoting sales awareness positively within the Guest Services Department and to maximise sales opportunities.
• Ensuring all Team Members are well presented and groomed at all times
• Addressing development needs within the team, and to assist in appraising employees in the Guest Services Department
• Assisting the Guest Services Manager in quality training and coaching in a systematic and professional way to ensure consistent delivery of service standards.
• Assisting the Guest Services Manager in recruitment of staff and planning of the labour resource

The Ideal Candidate

Are you right for us?

Our ideal Guest Services Supervisor will have ;

• Minimum one year experience in similar hospitality background including Front of House experience
• NVQ level 2 or equivalent
• Immaculate presentation and grooming
• Ability to work under pressure
• Knowledge of local area
• Strong communication skills
• Use of initiative
• Confident and ‘Exclusive’ personality
• Basic computer skills
• Clear and friendly telephone manner

Package Description

And now for the good stuff

Hospitality is all about looking after people and we are committed to our people. We work hard to ensure you can enjoy your job and are well rewarded. As well as excellent training, development and progression opportunities, other benefits include :

• Competitive salary, benefits and we pay above the Real Living Wage.
• 29 days holiday (increasing with length of service)
• We operate a discretionary service charge system.
• 50% Discount on food and beverage across all Exclusive properties
• Really big discounts of room nights across all Exclusive properties
• Hospitality Essentials discount scheme & Online guides such as Exercise, Wellbeing, and Finance.
• Hospitality Action- EAP Scheme
• Meals on duty provided for free
• Recognition and rewards scheme
• Access to our learning platform including great training and development programs.
• Free gym access + where available dedicated classes.
• B Corp accredited and commitment to improving our People, Product and Planet.
• Free downloads to newspapers, magazines and books
• Cycle to work scheme

About the Company

Are we right for you?

We expect a lot but we’ll give a lot to get the right people. There are 4 main things we look for

• We want people with bags of character. We don’t want you to hide your personality when you’re at work, we want you to feel comfortable, to be who you are.
• We want people people. You’ve got to like being around others, smiling and chatting because you like people, not because someone told youto smile and chat.
• We need extra milers. So if you think the job description is all you have to do, then we’re not for you.
• You have to put your heart into it. When you tell a guest you’re happy to help, you have to mean it.