Guest Services Manager

2 weeks ago

South West London, United Kingdom The Hari Full time

About Us:

Welcome the Family, welcome to The Hari



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A beacon of modern luxury and impeccable service. A destination for locals to love and guests to discover.


At The Hari our legacy in hospitality is fused with a relaxed sense of elegance and an eccentric touch of wit. The outcome is a rich tapestry of design and comfort reflecting the cultural diversity and nuanced perspectives of our collective global experience.


Our people are brand ambassadors of The Hari and custodians of the full Hari experience. We want to pass the legacy on through our approach to service, our attention to style, our take on humour and our philosophy on sophistication.


Our service culture is a link between the traditions of the past and our path to the future.


About the role:


We have a new opportunity for an experienced Guest Services Manager to join our fantastic Front Office team. We are looking for a motivated, proactive and personable Guest Services Manager who understands exactly what it means to deliver a 5-star service and weave stories that inspire. You will naturally engage with our guests, consistently providing a high-end guest service- always aiming to achieve 100% guest satisfaction


Reporting to the Front Office Manager, you will be responsible for overseeing all guest services operations from arrival to departure and post stay follow up if necessary. The Guest Services Manager is ultimately responsible for the smooth running of all guests stay ensuring The Hari values are delivered throughout.


With strong leadership skills, the Guest Services Manager must lead his team to deliver the highest standards of service and lead by example. Training and developing the Front of house team is key to success.


By being innovative, the Guest Service Manager will seek ways to improve service scores (Trip Advisor, Revinate) and ensure highest standards of service across all departments.


Other duties include:


Manage and swiftly resolve guest complaints.

Liaise with guests, finding out their preferences and updating their Opera profiles.

Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

Understand and demonstrate correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel cash procedures

Manage, record and promptly resolve issues or emergencies that arise

Demonstrate current knowledge of hotel products, services, as well as knowledge of the local area

Act in accordance with all security and emergency procedures and manage the investigation of these, as required

Attend appropriate training courses, when required, and assist with the team's training and development


About you:


To be considered for our role you must have:

Previous managerial experience within a luxury hotel

High level of IT proficiency including Opera

Excellent leadership, interpersonal and communication skills

Commitment to delivering a high level of customer service

The ability to work under pressure

Excellent grooming standards

Flexibility to respond to a variety of work situations


In addition, you will be:


Personable, naturally engaging and attentive with an eye for detail. It goes without saying that you will be passionate about providing exceptional guest service.

Thoughtful, intuitive and insightful.


This role is a full-time position, working 40 hours per week, five days a week on a shift basis.


Due to the high level of response you will be contacted if your skills and experience fulfils the

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