Guest Services Manager

2 months ago

Turners Hill, United Kingdom Alexander House Hotel & Utopia Spa Full time

The Role

A highly skilled and experienced individual is sought to join our Guest Services team at Alexander House Hotel & Utopia Spa. As a key member of our team, you will be responsible for delivering exceptional guest experiences and ensuring that our hotel and spa facilities are presented to the highest standards.

Key Responsibilities

  • Complete Duty Management shifts with a focus on guest care and interaction to ensure total guest satisfaction.
  • Ensure all departments are correctly staffed to provide the best levels of service.
  • Present all staff on duty in all areas to the required standard.
  • Ensure all areas of the hotel and spa are presented to a 5-Star standard at all times.
  • Hold the Daily Dash meeting with operational Heads of Department to cover the business of the day and anticipate any challenges.
  • Assist departments at peak periods to ensure service levels are achieved.
  • Welcoming arriving guests and acknowledging VIPs, returning guests, those celebrating a special event, and those with special requirements.
  • Liaise with all departments to ensure the operation runs smoothly throughout the day/evening.
  • Carry the Guest Services phone at all times to be a point of contact with operational staff.
  • Resolve all guest complaints and ensure guest satisfaction prior to departure.
  • Responsible for health and safety, fire safety, and procedures during your shift.
  • Ensure an effective handover to the next Duty Manager to assist with continuity of service.
  • Act as Host Manager in hotel reception during busy arrival or departure periods.

Requirements

  • Excellent standard of personal appearance.
  • Friendly and confident communicator in person, on the telephone, and in writing.
  • Warm and friendly disposition.
  • Genuine desire to serve our guests.
  • Ability to coach and direct staff while on shift.
  • Organised and good attention to detail.
  • Operational hotel experience across a range of food and beverage as well as front of house departments.

The Benefits

We offer a competitive salary of £29,000 per annum, plus a guaranteed service charge payment of £1,000 per annum. Additional benefits include:

  • Additional end-of-year service charge bonus.
  • 4 weeks holiday rising to 5 weeks with service.
  • 8 Bank holidays.
  • Free car parking.
  • Employee uniform.

In addition, you will benefit from a range of company benefits, including:

  • Discounted hotel accommodation for yourself and your family at all hotels.
  • Discounted hair treatments at our two Utopia Spas.
  • Discount off all food and beverage at all hotels.
  • Discount on individual treatments booked in our two Utopia Spas.
  • Discount on retail products in our two Utopia Spas.
  • Refer a friend staff recruitment scheme.

You will also enjoy a range of other benefits when you celebrate your 1-year, 3-year, and 5-year anniversaries, including your birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea, and service-related holiday.

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