Guest Services Manager

2 months ago

Teddington, United Kingdom The Lensbury Full time

 

About us

Part of London + Regional Hotels, The Lensbury Resort is located on the Banks of the River Thames at Teddington and is home to an exclusive leisure club, a 155 bedroom hotel, meeting and events space, restaurant and bar, Spa and 25 acres of gardens and grounds.

The Role

Come and join our duo of Guest Service Managers, responsible for delivering exceptional guest services throughout the entire guest journey. 

Key Responsibilities 

Our Guest Services Manager will be responsible for:

  • Championing Guest Services within The Lensbury
  • Ensuring the best possible guest journey, starting with an exceptional sense of arrival and the fondest of farewells
  • Serving as the first point of contact for guests, addressing their inquiries and requests promptly
  • Proactively anticipating guest needs and going the extra mile to ensure their satisfaction
  • Resolving guest complaints efficiently and professionally, working towards positive resolutions
  • Analysing guest feedback and identifying areas for improvement in guest service delivery
  • Working with and supporting the team to identify and rectify any drops in service or standards 
  • Collaborating with other departments to ensure a seamless guest experience.
  • Carrying out Duty Management responsiblities, ensuring the smooth and effective running of the hotel and the wellbeing of our guests and colleagues
  • Handling cash and credit card transactions
  • Maintaining accurate records of guest reservations and billing
  • Contributing to revenue generation through upselling services or packages
  • Assisting with staff schedules and ensuring adequate coverage during peak hours
  • Training new staff members on guest service procedures and hotel operations

What we’re looking for:

To be successful in this role, you must possess the following qualifications, attitude, behaviours, skills, and values:

  • Have relevant supervisory or management experience in a similar role or property
  • Have a strong eye for detail
  • Be able to effectively delegate
  • Have the ability to assimilate information and create reports
  • Demonstrate outstanding communication skills
  • Display strong leadership skills
  • Demonstrate a huge passion for guest interactions and satisfaction
  • Experience with Opera Cloud PMS
  • Experience in responding to guest feedback (OTA's etc)

What's in it for you? 

  • Free meals whilst on duty
  • Paid annual leave of 28 days including public holidays
  • Use of some leisure facilities, including gym & swimming pool (after successful 30 day review)
  • EAP for you and your family
  • Online benefits portal offering lots of discounts
  • Fully funded Apprenticeship opportunities
  • Excellent training and development opportunities
  • Staff Awards and Social events throughout the year
  • Cycle to work scheme
  • Free parking
  • Refer a Friend programme
  • Staff Discounts at The Lensbury and across the L+R portfolio

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