Guest Services Manager

6 months ago

Birmingham, United Kingdom Staycity Group Full time

Welcome to Staycity Group, a thriving and rapidly expanding aparthotel operator, making waves across the heart of Europe With an impressive track record of multiple new aparthotels opening each year, we're on an unstoppable journey, with 32 exceptional properties across iconic European cities like London, Dublin, Berlin, Edinburgh, Paris, and Venice.

Are you someone who thrives in a high-paced, evolving environment where ambiguity is met with enthusiasm and determination? Do you have an insatiable curiosity, an empathetic nature, and a genuine passion for growing with, and supporting others? At Staycity Group, we're not just an aparthotel group; we're a diverse and inclusive team that encourages you to bring your unique self to work and make a real impact.

We are on the search for our next Guest Services Manager. In this role you will have the opportunity to join us on a multifaceted career path, working alongside a highly dedicated and meticulous team. Your exceptional attention to detail will be invaluable as you confidently and assertively orchestrate seamless operations across our stunning aparthotel, delivering exceptional guest experiences and inspiring your team to exceed expectations.

Benefits:

We want you and your loved ones to thrive, we’ll support your health, wellness, learning and development and if you decide it’s time to start or grow a family rest assured we celebrate that too:

  • Paid Maternity, Surrogacy, Adoptive & Paternity leave
  • An extra day off for your birthday so you can celebrate in style
  • Build a career with Staycity Group with great opportunities for your personal and professional development
  • Flexible working patterns to support all team members
  • Incentive schemes
  • Discounted rates for overnight stays for you, and your family and friends
  • Refer and earn scheme if you successfully refer a friend to work with us
  • TaxSaver commuter scheme (only applicable in Ireland)
  • Cycle to work scheme- to support a healthy lifestyle and our planet (only applicable in Ireland/UK)
  • Education Support to help you foster new skills, build confidence and flourish
  • Volunteer days: 2 paid volunteer days per year to support causes in your local community
  • EAP: Support for you and your family when you need it with our Employee Assistance Program (EAP)

What you can do for us

  • To ensure the smooth running of the front desk on a daily basis, liaising between the guest and all departments
  • Welcome all guests to the hotel in a friendly manner in conjunction with the Standard of Procedure
  • Monitor and action feedback received through guest satisfaction surveys, 3rd party websites and from clients after and during their stay and resolve any client disputes and complaints in a professional manner and within guidelines issued
  • Ensure that payment is verified upon check-in and follow the procedure for each different payment type
  • Supervise department employees ensuring the correct standards and methods of service are maintained as stated
  • To anticipate and rectify problems to ensure the guest's well-being and satisfaction within the hotel
  • Manage and motivate a team of direct reports on a daily basis.
  • Deputizing in the absence of the Front Office Manager 

Required Skills and Experience

  • Previous management experience of at least 2 years of experience working at the Front Desk in a similar property is essential to deliver this role 
  • Excellent communication skills, highly focused, motivated, and professional in appearance and presentation to represent the Staycity Group Brand.
  • Always strive to provide our guests with the highest standards of customer care.
  • Eager to learn and develop
  • Excellent communication skills both verbal and written
  • Outstanding customer service skills and attention to detail
  • Experience using Opera and excellent communication and interpersonal skills are required for this role.
  • A self-motivator with attention to detail and a passion for customer service.
  • Demonstrate how you have the ability to motivate, appraise, support and challenge the team to deliver world-class results on every aspect of the business on a daily basis continuously. 
  • No formal qualifications are essential, but you must be able to demonstrate commitment, leadership and continuous learning.

If you possess the ability to navigate through challenges with a blend of kindness and clarity, backed by data-driven decision-making skills, we'd love to hear from you Whether you're a seasoned expert or someone with a burning desire to grow and learn, we believe that variety is the spice of life, and there's a place for you in our vibrant team. So, join us in this exciting and ever-evolving journey, where you'll be supported, inspired, and encouraged to reach your full potential. Let's make the world a little brighter, one guest at a time.

Start your Staycity Group journey today Take the leap and click "apply" now

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