Guest Services Manager
| Posting date: | 04 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | IHG Benefits + Great Salary + Cairn Staff Rate + Other Benefits! |
| Hours: | Full time |
| Closing date: | 04 May 2024 |
| Location: | B5 4EW |
| Company: | Cairn Group Hotel |
| Job type: | Permanent |
| Job reference: | 261def0fd8194de5a37c |
Summary
Working with us provides great benefits, including:
- National & International IHG staff discounts.
- Discounted Hotel Stays across our Cairn Hotel Group UK sites.
- 50% off Food & Beverage at all our Hotels & F&B Venues.
- Spa Discounts at our venues with a Spa.
- Retail, Cinema & Leisure Discounts.
- Development Opportunities via our ‘Grow with us’ initiative, including Apprenticeship opportunities, our Development Programmes, and more!
- Monthly ‘Star of the Month’ Awards.
- Long-service Awards, that start after 1 year of service.
- ‘Recommend a Friend’ Incentive – Be rewarded for referring someone you know!
- Access to a confidential ‘Employee Assistance Programme (EAP)’ available 24/7, 365 days per year.
- Pension Scheme.
- Access your pay as you earn it through our financial wellbeing platform ‘Wagestream,’ a tool that lets you track your earnings in real-time, access a percentage of your pay as you earn it, learn easy tips for managing your money and save straight from your pay into pots for the future.
- Other incentive programmes that run throughout the year
About the role…
Even before a guest arrives at one of our hotels, they want to make a genuine connection with us and have a memorable experience. You’ll deliver this through leading the Guest Services Teams whilst on shift, acting as Duty Manager, and creating a unique and special visit for our guests. You’ll also create the warm atmosphere that make our guests feel at home in any location, as well as ensuring they have an enjoyable and successful stay. In this multi-skilled role, you will be involved in all Front of House Activities and Guest Correspondence in the Hotel.
About you…
You will have experience in a branded hotel front of house team at least of a junior management level, be able to demonstrate initiative and be someone who has a reputation for delivering great guest service.
- Guest Experience leader, champion, ambassador.
- Experience of a high volume, busy branded environment, ideally IHG.
- Excellent interpersonal and customer relation skills to ensure a seamless and memorable experience, proactively resolving any challenges that may arise.
- Confidence (written and orally) in handling customer complaints to ensure satisfaction levels are restored, always displaying empathy and a professional approach.
- Strong communication skills through a variety of means, social media, WhatsApp, X.
- Flexible and adaptable, with the ability to stay calm under pressure, adapting your approach to complete routine and non-routine tasks.
- High attention to detail and accuracy – great at managing one’s own time and the time of the team.
About us…
At Cairn Group we're ambitious. With a varied and extensive UK portfolio of hotels, bars and restaurants in our portfolio, we're focused on continual growth and are in it for the long haul. We are a family owned business with family values at our core, with a growing team and sites UK wide.
Proud member of the Disability Confident employer scheme