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Guest Services Supervisor

2 months ago

Barnwood, United Kingdom Heeton UK Full time
Job Summary

We are seeking a highly skilled and experienced Guest Services Supervisor to join our team at Heeton UK. As a key member of our Property Management team, you will be responsible for the day-to-day operation of the hotel, ensuring exceptional guest experiences and delivering outstanding customer service.

Key Responsibilities
  • Guest Experience
    • Ensure your team delivers exceptional service, professional attention, and personal recognition to guests.
    • Respond appropriately to guest complaints, solicit feedback, and build relationships to drive continuous improvement in guest satisfaction.
    • Conduct routine inspections of the front office and all floors and public areas of the hotel, taking immediate action to correct any deficiencies.
  • Financial Management
    • Oversee the night audit function and preparation of daily financial reports.
    • Develop plans to increase occupancy and Average Daily Rate (ADR) through walk-ins and upselling at the front desk.
  • Team Management
    • Manage day-to-day staffing needs, plan and assign work, and establish performance and development goals for team members.
    • Provide mentoring, coaching, and regular feedback to improve team member performance.
    • Educate and train team members in compliance with UK laws and safety regulations.
  • Operational Excellence
    • Ensure your team is properly trained on systems, security, service, and quality standards.
    • Stock control reception items, F&B items, chemicals, and linen.
    • Maintain a visible presence in public areas to assist guests and lead the team.
Requirements
  • Previous experience in a hotel reception or reception supervisory position.
  • Must speak fluent English with excellent verbal communication skills.
  • Good presentation and appearance.
  • Customer care skills.
  • Experience of working as part of a team/leading a team.
  • Flexibility to work a variety of shifts.
  • Willingness to multi-skill.
What We Offer
  • Exclusive access to the employee recognition and reward scheme - Heeton Rewards.
  • Service-based annual leave (increasing up to a maximum of 5 extra days).
  • Employee and Friends/Family discounted rates at Heeton-operated hotels.
  • Life Assurance, Income Protection, and Employee Assistance schemes.
  • Referral scheme.
  • Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan, and many more.