Guest Services Supervisor

1 month ago

Manchester, United Kingdom Lancashire Cricket Club Full time

Front Office Manager

Lancashire Cricket Club - Hilton Garden Inn

An exceptional opportunity has arisen for a dedicated individual to take on the role of Front Office Manager at our esteemed Hilton Garden Inn. In this pivotal position, you will oversee and manage all aspects of Front Office operations, ensuring that our guests receive unparalleled service and hospitality.

The Hilton Garden Inn, situated within the vibrant Lancashire Cricket Club venue, offers a distinctive experience, merging the world of hospitality with the excitement of cricket and live events. Our hotel features 250 well-appointed rooms, including 140 that offer stunning views of the pitch, along with a restaurant and bar that enhance the guest experience.

Key Responsibilities:

  • Direct and manage all Front Office operations, including reception and night services, to uphold Hilton Garden Inn's high standards.
  • Oversee guest services and registration processes, ensuring a seamless check-in and check-out experience.
  • Manage room inventory and availability while maintaining exceptional guest service standards.
  • Implement marketing initiatives and uphold product quality to enhance guest satisfaction.
  • Serve as the primary contact for both regular and VIP guests, fostering strong relationships.
  • Maximize room occupancy and revenue through effective pricing strategies.
  • Collaborate with the front office team to implement up-selling techniques that promote hotel services.
  • Work closely with Hilton's management team to drive sales and enhance the overall guest experience.
  • Analyze guest feedback to identify areas for improvement and implement corrective actions.
  • Ensure the front office team is knowledgeable about hotel offerings, local attractions, and policies.
  • Manage payment procedures in accordance with hotel policies and ensure compliance among team members.
  • Address and resolve any issues or emergencies that arise, contributing to the hotel's crisis management efforts.
  • Participate in training and development initiatives for the front office team.
  • Assist other departments as needed to ensure smooth operations.
  • Monitor security and emergency procedures, liaising with on-site teams as necessary.
  • Handle car parking concerns and related issues.

Candidate Profile:

  • Proven managerial or supervisory experience in Front Office operations within a hotel environment.
  • Familiarity with hotel property management systems.
  • Strong organizational and administrative capabilities.
  • High proficiency in IT and communication skills.
  • Ability to thrive under pressure while maintaining a positive attitude.
  • Commitment to delivering exceptional customer service.
  • Resilience and accountability in all tasks.
  • Ability to work independently and collaboratively within a team.
  • Excellent grooming and professional presentation standards.

What We Offer:

A competitive salary package, holiday allowances that increase with service, and additional benefits including:

  • Membership to Lancashire Cricket season events.
  • Social activities throughout the year.
  • Access to fitness classes and wellness programs.
  • Pension scheme options with life assurance.
  • Health cash plan scheme.
  • Discounts at various partner establishments.
  • Complimentary parking and uniform provision.

If you possess the necessary skills and experience, coupled with the enthusiasm to excel in this role, we encourage you to consider this opportunity.

Lancashire Cricket Club is committed to diversity and equal opportunities, and we welcome applications from individuals who can contribute to our vision for a more inclusive environment.

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