Senior Guest Service Manager

Hampton By Hilton Blackburn; Knuzden Brook; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discounted stays and F&B

Uniform provided

Competitive pay

Additional annual leave

Flexible shifts

Job summary

leaf HOSPITALITY manages this hotel and seeks a confident, interpersonal leader to oversee front-of-house and kitchen support. You will guide a multi-skilled team, drive guest service excellence, and ensure smooth operation across reception and F&B with hands-on involvement.

You will also mentor staff, take part in recruitment and inductions, and ensure health and safety compliance while upholding brand standards and a positive hotel culture.

Qualifications

• Previous management experience in hospitality.
• Ability to motivate and develop a team.
• Confident in guest communication and resolving queries.
• Strong organisational and leadership skills.

Responsibilities

• Lead front-of-house and food & beverage operations.
• Line-manage guest service staff and supervisors; oversee recruitment and onboarding.
• Oversee weekly rosters, duty management, health and safety checks.
• Maintain brand standards and ensure high service quality across all hotel functions.

Skills

Leadership

Team motivation

Customer service

Interpersonal skills

Staff development

Tools

Front office system

Job description

This stylish hotel is off the M65, ideally located on the border of Hyndburn and Blackburn located within the Frontier Retail Park. Local attractions such as Blackburn's historic cathedral, the Blackburn Museum & Art Gallery, King George's Hall, and Blackburn Empire Theatre are only a 10-minute drive away.
The hotel encompasses 150 bedrooms and has substantial parking available for big group bookings. The hotel has a friendly, upbeat, comfortable feel and embodies Hampton's culture of Hamptonality perfectly. Our team will welcome you with a bright smile and are multiskilled to support you on both the reception desk as well as in our lounge, bar, and during breakfast. There is a spacious lounge area where guests can enjoy a relaxing drink and some food, or they may choose to take advantage of the onsite gym. The spacious and friendly lounge area is the perfect setting to meet with your family, and friends, or to organise a small meeting with a client or colleagues.

What we're looking for:

We are seeking a confident and interpersonal individual who has a passion for all things hospitality! You will have previous management experience in ideally a hospitality setting and will have the skills to motivate a team around you. You will be eager to learn and have the ability to pick up tasks and learn new skills. You will be confident to speak with guests and resolve any queries quickly and efficiently. And will be keen to support front-of-house, utilising our front office system but also be eager to support hands-on within the kitchen and other areas of the hotel that require your support.

Day in the life of:

You will be working in a multi-skilled position where you are trained to support all the functions within the hotel. Your role will primarily be positioned with the front-of-house team supporting both the reception desk and also food & beverage service.

Your duties at the reception desk will include line managing the guest service managers and assistants. You will inspire those around you and motivate the team to deliver the best possible service to our guests. You'll be in a hands-on position checking hotel guests in and out. In addition, you will support the food and beverage service within the hotel. This is inclusive of taking orders and serving drinks from the bar, cooking in the kitchen using the easy-to-prepare lounge bar menu, and delivering food to tables.

In addition, you'll be a trusted member of the management team carrying out duty management shifts. This could include a range of activities such as health and safety duties, daily security checks and measures, human resources duties like supporting recruitment and inductions, managing guest welfare and safety, and resolving escalated guest queries.

Example Key Responsibilities:

• Hands-on support across reception and food & beverage.
• Coaching and mentoring the guest services assistants.
• Recruitment and onboarding of new team members.
• Duty management duties.
• Reviewing and supporting with the weekly rota.
• Cash and card handling duties.
• Act as a brand ambassador.
• Responsible for driving and auditing hotel cleanliness
• Undertaking project work
• Key part of internal committees regarding the team, community and guest
• Driving standards across the hotel (uniform, SOP’s etc.)
• Responsible for welfare of the team and positive culture
• Line Management for all roles within the hotel, ensuring regular 1:1 meeting’s
• Champion and driver of brand standards and quality assurance performance
  
• Holiday cover for the Hotel Manager
• Excellent organisational and leadership skills

What you'll get in return:

• Exclusive Team Member discounted stays and 50% off F&B across the leaf HOSPITALITY portfolio
• Continuous learning & development opportunities
• Free access to 24/7 employee assistance program
• Team member of the month - £100 and Team member of the year - £500
• Uniform Provided
• Competitive pay and package
• Additional annual leave and family leave
• Flexible shifts to suit your lifestyle

This hotel is managed by leaf HOSPITALITY who is a hotel management company that has one simple value that underpins everything we do: be excellent. We work with branded and independent hotels. Our vision is to be a leader in the market where every member of our team plays a part in delivering excellent service to our guests, owners, and team members.

#BeExcellent #BeHuman #HaveIntegrity #BeEntrepreneurial