Senior Guest Services Manager

Heeton Concept Hotels; Liverpool; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Annual bonus

Heeton Rewards

Career progression

Staff rates

Retention bonus

Extra holiday days

Job summary

Heeton Concept Hotels is seeking a Senior Guest Services Manager in Liverpool to lead Front Office and F&B operations, ensuring exceptional guest service and brand standards. You will drive team development, control costs, and deliver a memorable guest experience while upholding company policies and safety standards.

The role requires strong leadership, commercial acumen, and the ability to manage multiple priorities in a busy hotel environment in Liverpool.

Qualifications

• Previous management experience in Food & Beverage within a 3-star property.

Responsibilities

• Manage all Front Office and Food and Beverage Outlet operations to meet high standards per Heeton.

Skills

Front Office management

F&B management

People management

PMS Stay and Touch

Leadership

Commercial awareness

Tools

Stay and Touch

Job description

Overview:

We are looking for aSenior Guest Services Managerto delight our guests with amazing service all day, every day.

As aSenior Guest Services Manager,you are responsible for managing operations of all Front Office and Food and Beverage outlets to deliver an excellent Guest and Member experience. You’ll maximise financial returns, drive the development of your team, create and maintain a memorable guest experience, execute brand and/or company standards, and build awareness of the hotel in the local community.

You will need to be able to communicate effectively and lead the team, be willing to get stuck in and present a professional and friendly face for the hotel. In addition, you will set high standards of performance, inspire staff to produce results and hold them accountable, thoroughly analyse complex information to make effective decisions and demonstrate sound commercial awareness.

The Senior Guest Services Manager will also be required to manage, train, and develop team members and work within all budgeted guidelines. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Manage all Front Office and Food and Beverage Outlet operations to consistently meet high standards as defined by the Heeton standards.
• Maintain exceptional levels of customer service
• Ensure compliance with brand standards
• Ensure compliance with Food Safety standards.
• Recruit, manage, train and develop the Front Office and Food and Beverage teams
• Monitor the appearance, standards, and performance of the Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet business demands
• Multi-skilled – you’ll need to be able to turn your hand to a variety of different duties and tasks throughout multiple areas of the hotel
• Manage guest queries in a timely and efficient manner
• Work within budgeted guidelines in relation to Food, Liquor Costs and Payroll
• Set departmental targets and objectives, work schedules, budgets, and policies and procedures
• Develop menus with other members of the Food and Beverage team
• Manage staff performance issues in compliance with company policies and procedures
• Comply with hotel security, fire regulations and all health and safety legislation
• Abide by policies & procedures and ensure they are implemented within your departments, and your team abide by them too.
• Support and deliver company policies.
• Demonstrate a working knowledge of all hotel safety and security procedures as required, maintaining a secure and safe environment for associates as well as guests.

This list is not an exhaustive list of responsibilities, and additional tasks may be assigned at the discretion of your line manager in line with business needs.

What we are looking for:

• Previous management experience in Food & Beverage within a 3-star property.
• Previous experience of using the Stay and Touch PMS system
• You are a true people’s person, with passion to delight our guests with amazing service
• You will have the ability to remain calm during difficult situations, in a very busy environment, whilst managing multiple priorities
• You have a good working knowledge of food and beverages, and licencing regulation
• You are a great leader and strive to develop and motivate the team
• High level of commercial awareness and sales capabilities
• Experience in managing and developing people
• Previous experience in managing a department and Profit and Loss account
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Previous management experience in Front Office.
• Possess strong commercial acumen with experience in increasing profitability
• Flexibility - night, weekend, and holiday shifts are all part of the job, as is having a flexible approach to the hours you work and a responsible attitude towards your own personal timekeeping and attendance

What do we offer:

We strive to create a workplace that is just as rewarding as the experience we provide for our guests. That’s why we offer a competitive salary and benefits package, including:

• Annual bonus for all Team Members
• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Fantastic career potential with one of the UK's fastest-growing hotel operators
• Employee staff rates across our properties
• Retention bonus on completion of 3- and 6-month service
• Service-based annual leave (increase up to a maximum of 5 extra days)

You will be located in Heeton Concept Liverpool

Heeton UK is all about building a workplace for the future, we believe in equal opportunities and celebrate diversity. We are an inclusive workplace, where everyone is welcome and can be the best versions of themselves.

We recognise that we are on a journey concerning diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.