Guest Services Director

1 day ago

Reading, Reading, United Kingdom IHG Full time
About Us

voco Reading Hotel is a modern hotel located adjacent to Reading Select Car Leasing Stadium. Our hotel features thoughtful touches and distinctive design, allowing guests to enjoy our leisure facilities, including a swimming pool, sauna, steam room, and gym. We invite you to experience the voco Life at the Atrium Bar and the brasserie-style restaurant Le Café.

Your Day-to-Day

As a Guest Services Manager, you will support the Front Office Manager in ensuring a warm welcome for our guests and attending to their needs throughout their stay. You will communicate effectively with both internal and external stakeholders to personalize the guest experience and exceed expectations.

Key Responsibilities
  • Lead the Guest Services team to maintain a warm and friendly manner with each interaction, ensuring efficiency during busy periods.
  • Empower employees to provide excellent customer service and drive loyalty recognition.
  • Ensure exceptional knowledge of the hotel product to comfortably discuss and sell hotel offerings.
  • Action guest requests to the highest standards, always keeping the brand values in mind.
  • Assign tasks, monitor progress, and ensure work is performed consistently within expected standards.
  • Improve processes, systems, or products, and solve multiple, undefined problems.
  • Conduct regular check-ins and engagement of team members, and coach and support team members to develop.
What We Need from You
  • Minimum 2+ years of experience in a Front of House department of a hotel in a Duty Management or Team Leadership role.
  • Proven track record of success in training and implementing processes and audits.
  • Awareness of market trends and ability to implement new initiatives.
  • Good understanding of systems to support driving results, including Opera and Microsoft suite.
What We Offer
  • Competitive Salary
  • Opportunities for promotion and transfer across the group
  • Company Pension scheme
  • 28 days holiday each year, increasing to 33 days with length of service
  • Discounted international/worldwide room rates for yourself, family, and friends
  • Long service awards which increase with length of service
  • Most importantly, we'll help you grow and develop your career.

We're looking for a Guest Services Manager who is passionate about delivering extraordinary guest experiences and takes pride in sharing success with their team. If you're a motivated and experienced professional, we'd love to hear from you

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