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Guest Service Manager

1 month ago

Sunninghill, United Kingdom Coworth Park Full time
Join us as a Guest Service Manager at Coworth Park Hotel, recently recognised as one of The Sunday Times Top 10 Best Places to Work for in 2024. We continually strive to build and nurture a culture where inclusiveness is part of our DNA, reflected in our values of passion, personality, respect, working together, and creativity. We believe that a variety of perspectives enriches our culture and drives our success.

Are you the right applicant for this opportunity Find out by reading through the role overview below.
We care about your career and are known for having the absolute best people in the industry. When you join us as a Guest Service Manager you start a unique opportunity to become celebrated as the very best in your field. You'll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.
What you'll get
As a Guest Service Manager at Coworth Park, here are just some of the great benefits you will receive:
Fantastic Employee bonus scheme and Excellent Service charge
Complimentary stays including breakfast across the Dorchester Collection Hotels
50% F&B discount at selected bars and restaurants within the Dorchester Collection
Vibrant Social events that bring employees together including a Winter ball
Amazing benefits such as discounts in various high street and online shops, enhanced family leave entitlements and competitive Private Pension Scheme
Apprenticeship, training and development opportunities
Up to £1000 bonus when you recommend a friend
Access to immediate well being advice, because We Care about our employees
What you'll do
You'll love what you do and take pride in delighting our guests:
Duty Manager responsibilities – to oversee the running of Front of House in order to ensure a smooth operation in all Front of House areas and ensuring guests receive seamless experiences.
Ultimately responsible for the provision of a seamless guest experience.
Offer support and guidance to the team in order to ensure all team members work as one team to produce an intuitive and seamless service delivery according to all CP standards.
Handle and oversee complaints ensuring appropriate action is taken to resolve these and ensure customer satisfaction. Log all incidents and follow up with the General Manager and the guest.
Attend meetings when necessary including the daily morning meetings.
Ensure a lobby presence at all times especially peak times. Greeting and meeting with guests. Ensuring all VIP Guests are met.
High engagement with guests throughout their stay to make them feel at home and create the warmth of Coworth Park. In addition promoting hotel services and facilities.
Responsible for the training and performance of the team, ensuring this is carried out and monitored on a daily basis.
Daily reporting including nightly reports when required
Run end of day using the hotels operating system when required
Create daily briefing sheet
Send out report pack to HOD’s
To coordinate with all hotel departments by anticipating and communicating guests needs.
Daily Inspection of Front of House/ Back Office areas and guest rooms.
Following up on guest complaints and queries from the day
Live our values on a daily basis through being a Coworth Park brand ambassador.
Comply with all statutory and company health and safety, fire, bomb and security regulations
Ensure job required certificates are kept up to date
Along with your main duties you may be asked to complete other tasks as and when necessary and reasonably required
You may on occasion be required to adjust your hours of work to cover the hotel needs
The items shared are the essence of a day in the life of a Guest Service Manager, but we’ll make sure you are provided with specifics on how we care for our hotel
What you'll bring
Our values of, Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Guest Service Manager you’ll have the opportunity to bring these to life and continue to create our legacy.
Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service ethic.
English is the primary language used in our hotel. You can comfortably communicate in this language.
Hospitality degree
5 star experience
Previous Duty Manager experience
Computer Management system
Customer orientated
Good written and spoken English
Good organisation
Team player
Opera Knowledge is desirable
Full and Clean Driving Licence
We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. If you require any accommodations during the application process, please contact the People & Culture team at HumanResources.CPA@dorchestercollection.com
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