Overnight Guest Services Supervisor

3 weeks ago

Ascot, Windsor and Maidenhead, United Kingdom Blue Arrow Full time
KEY RESPONSIBILITIES & PHYSICAL REQUIREMENTS

  • Oversee the nightly operations of the Front of House to ensure a seamless experience for all guests.
  • Accountable for delivering an exceptional guest experience.
  • Provide support and direction to the team, fostering collaboration to achieve a high standard of service delivery.
  • Address and manage guest complaints, ensuring appropriate resolutions are implemented and documented.
  • Maintain a visible presence in the lobby during peak times, welcoming guests and ensuring VIPs receive special attention.
  • Engage with guests throughout their stay to create a welcoming atmosphere and promote hotel amenities.
  • Responsible for the training and performance management of team members, ensuring daily monitoring and feedback.
  • Prepare nightly reports and documentation.
  • Conduct end-of-day procedures using the hotel’s operational systems.
  • Create and distribute daily briefing materials.
  • Coordinate with various hotel departments to anticipate and meet guest needs.
  • Conduct daily inspections of Front of House, Back Office areas, and guest accommodations.
  • Follow up on guest inquiries and complaints from the day.
  • Embody the company values daily, acting as a brand ambassador.
Health & Safety Compliance

  • Adhere to all relevant health and safety regulations, including fire and security protocols.
  • Ensure all required certifications are current and valid.
Flexibility

  • Be prepared to undertake additional tasks as required.
  • Adjust work hours as necessary to meet the needs of the hotel.
QUALIFICATIONS & PREFERENCES

  • Degree in Hospitality Management.
  • Experience in a five-star environment.
  • Previous experience in a Duty Manager role.
  • Familiarity with computer management systems.
  • Strong customer service orientation.
  • Proficient in written and spoken English.
  • Excellent organizational skills.
  • Ability to work effectively as part of a team.
  • Knowledge of Opera system is advantageous.
  • Possession of a full and clean driving license.
EMPLOYEE BENEFITS

  • Complimentary overnight stays with breakfast within the company.
  • 50% discount on food and beverage at select venues.
  • Generous employee referral program.
  • Awards and incentive programs for team members.
  • Eligibility for a contributory pension scheme from the start of employment.
  • Life insurance coverage for all employees.
  • Complimentary uniform laundering services.
  • Free meals during shifts at designated staff dining areas.
  • Access to complimentary internet at designated workstations.
  • Interest-free loans for season tickets and cycle-to-work schemes.
  • Occupational health services, including subsidized wellness treatments.
  • Complimentary eye tests for VDU users.


Blue Arrow is proud to be a Disability Confident Employer and is dedicated to providing excellent employment opportunities for all individuals.

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