Guest Services Manager
| Posting date: | 02 July 2024 |
|---|---|
| Salary: | £29,000 per year |
| Additional salary information: | Competitive Salary |
| Hours: | Full time |
| Closing date: | 01 August 2024 |
| Location: | GL4 3DG |
| Company: | Heeton Hospitality UK |
| Job type: | Permanent |
| Job reference: | 7a0696037e9f49609af8 |
Summary
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager you’ll deliver this through managing all aspects of the front office; you’ll also create the warm atmosphere that makes our guests feel at home in any location.
Your day-to-day
People
- Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
- Educate and train team members in compliance with UK laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
- Ensure your team are properly trained on systems, security, service and quality standard
Financial
- Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
- Oversee night audit function and preparation of daily financial reports
Guest Experience
- Ensure your Reception team delivers great service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
Responsible Business
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations
- Perform other duties as assigned. May also serve as Manager on Duty
What we need from you
- Excellent customer service skills
- Previous experience in a hotel reception or reception management position
- Must speak fluent English
- Secondary Education preferred
Why you should apply
- Annual bonus for all Team Members
- Fantastic career potential with one of the UK's fastest growing hotel operators
- Employees staff rates across our properties
- Complimentary overnight stays in 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)
- Apprenticeships with HIT training
- On-site parking
Just over two hours from both London and the Cotswolds, the city of Gloucester is rich with attractions including Gloucester Cathedral. At just over 20 minutes away, Cheltenham Racecourse promises an exhilarating day out.
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