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Personal Service Manager
2 months ago
- Job Title: Personal Service Manager
Department: Guest Services
Reporting to: Head of Guest Services
Salary: Competitive salary including service charge
Purpose of the Role: To provide an outstanding, seamless service experience for guests, ensuring memorable personalization at every opportunity and fostering meaningful relationships throughout their stay to secure future loyalty.
Key Responsibilities:- Deliver a luxurious guest experience characterized by impeccable efficiency and genuine emotional connections.
- Take full ownership of guest requests, ensuring they are fulfilled to completion.
- Enhance internal communication channels, adapting to new methods and supporting all team members to ensure a smooth guest journey.
- Crafting personalized guest itineraries, making reservations, and providing thoughtful recommendations to enhance their experience.
- Managing all aspects of front desk operations, including check-ins, check-outs, and billing processes.
- Accurately processing all financial transactions.
- Offering in-room services, special arrangements for VIP guests, and delivering amenities.
- Driving revenue through effective upselling and cross-selling techniques.
- Maintaining clear communication with other departments to ensure efficient service delivery.
- Identifying opportunities to surprise and delight guests.
- Upholding service standards in every guest interaction.
- Ensuring accurate recording and delivery of guest and colleague requests.
- Providing a warm welcome to all guests in the front hall at all times.
- Building and nurturing positive relationships within the local community to strengthen our market position.
- Paying close attention to guest preferences and updating profiles accordingly.
- Covering night shifts, including assisting with night audit preparations.
- 1-3 years of experience in a luxury hospitality setting.
- Exceptional customer service skills.
- Strong verbal and written communication skills, with the ability to engage effectively with individuals at all levels.
- A positive and enthusiastic demeanor with the ability to build trusting relationships.
- Capability to multitask and resolve issues in a fast-paced environment.
- A keen eye for detail.
- Previous experience in handling guest complaints and going above and beyond to meet their needs.
- Flexibility to work various shifts, including nights.
- Familiarity with OPERA PMS.
- Knowledge of the ALICE concierge system.
We value flexibility and multi-skilling, and you may be asked to perform various tasks to meet the needs of our guests and colleagues.
Benefits:- Competitive salary and benefits package, including pension and life assurance.
- Generous holiday allowance, increasing with tenure.
- Cashback scheme for health and wellness expenses.
- Special rates for colleagues and their friends and family at various hotels.
- Complimentary stay at our hotel after successful completion of probation.
- Discounts at our bars, restaurants, and spa facilities.
- Access to gym facilities and discounts on memberships.
- Employee assistance programs and wellness initiatives.
- Opportunities for professional development and language classes.
- Local discounts for food, beverage, retail, and fitness.
- Facilities for interfaith prayer and wellness.
- Cycle to work scheme.
