House Manager

2 weeks ago

Newquay, United Kingdom Watergate Bay Hotel Full time

Job title:
House Manager

Reports to:
Senior House Manager

What will you do?

At Watergate Bay Hotel we believe happiness can come from the simplest of things.

Being with the people that matter, having a moment to relax, feeling the sea breeze on your face or sharing good food and good conversation.


It's helping guests find those moments of happiness, away from the complications of the everyday, that makes us who we are, draws the right people to us and sees them go far.


Does helping people have the holiday they deserve get you up in the morning? Do you notice the difference the little things make and go out of your way to address them? Do you know how to see your team shares the same enthusiasm and commitment to guest happiness as you? Then you could be the House Manager we're looking for.


We need attentive, organised, proactive individuals to go beyond guest expectations and ensure their experience, before, during and after their stay is the best it can be.

You'll embody the spirit of Watergate Bay Hotel with your friendly welcome, considerate manner and seamless efficiency.

Overseeing the front desk, beach lofts and swim club host positions, guests will remember you and your team for underpinning the happiness that shaped their holiday experience, from the moment they called to book, to the moment they said goodbye.

You'll deal with challenges swiftly and find opportunities to bring a smile to guests' faces day in day out. And you'll make sure your hosts do the same.


In return you'll find yourself in a team with a shared outlook on life where friendship, connection, flexibility, variety and challenge makes every day at work mean more.


You need to:
Elevate the guest experience at every opportunity, from first contact to final goodbye.
Be one step ahead when it comes to spotting problems and resolving them.
Handle any potential guest-related issues quickly and smoothly.
Ensure any complaints are dealt with personally, in a timely and appropriate way.

Understand everything involved in being a Host at Watergate Bay, from knowing the hotel inside out, to being fully fluent in all policies, systems and procedures so any guest query can be addressed the moment it's made.

Support and facilitate host team members' knowledge of the hotel and their responsibilities, and provide training as and when it's needed.

Make sure the host team is guest-focused at all times, embodying the Hotel's spirit and values, from being well presented and in the correct uniform, to noticing problems and knowing how to fix them.

Keep all guest-facing areas presentable, clean and tidy, by liaising with maintenance and housekeeping teams and assisting as required.
Be up to date on our allergy procedures and the point of contact for any enquiries.
Have a detailed understanding of the EOD process, liaising when necessary with the Accounts team.
Take bookings across the resort using the right systems.
Complete booking checks to make sure guests are fully informed, ready and excited for their stay.
Complete any additional duties as requested by senior management.
Act in accordance with Health, Safety and Licensing laws.
Be a first point of contact for First Aid.
Assume the role of fire warden should the alarm sound.
Always live and breathe the Watergate Bay Hotel brand.

Essential experience

Previous front of house experience in a similar business.
Previous experience of using property management systems.
Basic knowledge of Microsoft Office, Word, Excel and Outlook.
Exceptional level of customer service and focus.

Desirable experience

Previous management role.
Previous F&B experience.
First Aid qualification.
Current Enhanced DBS.
Personal Licence holder.

Key skills required:
Good communicator.
Experience of hotel computer booking systems.
Good at prioritising tasks and time management.
Administrative skills.
Basic IT skills.

INDMANAGE

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