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Guest Services Supervisor at Pennyhill Park
3 months ago
In a Nutshell
We are actively seeking a Guest Services Supervisor here at Pennyhill Park who will leave a lasting first impression on our guests upon arrival, ensure they have a memorable stay whilst with us and a heartfelt goodbye upon departure. As this is a supervisory role, you will oversee and supervise the front office and switchboard team to ensure they are excelling in their role and meeting all guest expectations.
Role ResponsibilityLots to do but lots of fun
- Ensuring team members work together and communicate to provide a continuously high standard of service to our guests.
- Welcoming and checking guests into the hotel.
- A pro-active approach to guest requests and requirements by ensuring all guest specifics are profiled and actioned where possible.
- Continually supporting the Reception team to help them function to a high level of efficiency and by promoting good team morale.
- Ensure systems and SOPs are up to date and are regularly reviewed.
- To communicate effectively to all staff working in the department, including comprehensive handovers between shifts.
- Assist with monitoring team members performance to improve profit and encourage those under performing.
- Ensuring guests accounts are accurate and that they are presented with a clear and correct invoice at the end of their visit.
- Maximising sales within each area.
- Control and monitor room allocations to ensure bedroom stock is not over used resulting in extra refurbishments and damage to bedroom furnishings.
- To ensure that telephones are answered within a timely manner and that interactions are suitable as laid out in standard operating procedures.
- Support the night operation with carrying out occasional night shifts.
- Carry out Duty Management shifts when required.
Are you right for us?
Our successful Guest Services Supervisor will have;
- A minimum of 1 year in a supervisory role
- Experience at a similar level within a 4/5 star property.
- Previous experience with Reception and Reservations Property Management systems.
- Working knowledge of Microsoft Word, Outlook and Excel.
- Taking responsibility for guests' enquiries and challenges
- Excellent communication
- People management and enthusiasm for learning and development.
- High personal standards for self and for team.
And now for the good stuff
Hospitality is all about looking after people and we are committed to our people. We work hard to ensure you can enjoy your job and are well rewarded. As well as excellent training, development and progression opportunities, other benefits include:
- Competitive salary, benefits and we pay above the Real Living Wage.
- 29 days holiday (increasing with length of service)
- We operate a discretionary service charge system.
- 50% Discount on food and beverage across all Exclusive properties
- Really big discounts of room nights across all Exclusive properties
- PERKZ discount scheme & Online guides such as Exercise, Wellbeing, and Finance.
- Meals on duty provided for free
- Recognition and rewards scheme
- Access to our learning platform including great training and development programs.
- Free gym access + where available dedicated classes.
- B Corp accredited and commitment to improving our People, Product and Planet.
- Free downloads to newspapers, magazines and books
- Cycle to work scheme
- We expect a lot but we’ll give a lot to get the right people. There are 4 main things we look for
- We want people with bags of character. We don’t want you to hide your personality when you’re at work, we want you to feel comfortable, to be who you are.
- We want people people. You’ve got to like being around others, smiling and chatting because you like people, not because someone told you to smile and chat.
- We need extra milers. So if you think the job description is all you have to do, then we’re not for you.
- You have to put your heart into it. When you tell a guest you’re happy to help, you have to mean it.
