Guest Service Manager

OverviewThis role? It’s ALL about the guest and delivering an outstanding service for them during the night.As a Guest Services Manager, you are responsible for managing all guest operations, guiding and supporting a team of Guest Service Assistants. Through hands-on leadership, you will ensure your team delivers an outstanding guest experience, one that consistently achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improving the guest experience.What you’ll be doingTo lead the Guest Experience function at the hotel, ensuring all guests receive an outstanding level of service through the nightOffering full services, wherever practical, to all residents; including bar service, 24-hour room service and guest informationCarrying out all Night Audit proceduresEnsuring that every guest experiences a safe visit, conducting regular security and clock roundsEngage, build and develop relationships with any late arrival guests, assessing their needs and flexing style and approach appropriatelyDemonstrate and lead by example in the execution ofBeing attentive to all guestsAccurately and promptly fulfilling guest requestsUnderstanding and anticipate guest needsMaintaining a high level of knowledge which will enhance the guest experienceDemonstrating a service attitude that exceeds expectationsTake appropriate action to resolve guest complaintsLead, motivate and develop any Nights Guest Experience colleagues to support with continuing service excellence and demonstration of our company values and culture.What’ll make you a great fitYou’ll need to be a night owl given the hours you’ll be workingIt doesn’t matter where you’ve gained your supervisory experience, as long as you have proven leadership experience and incredible customer service abilitiesYou’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamlessForward-thinking and innovativeFinancially and commercially astuteYou’ll love people – and as a result, have great interpersonal and communication skillsDetails? You love them You’ll be incredibly attentive with guests as a resultFlexible and able to remain focused on results under pressure and to challenging deadlinesSelf-motivated and confidentHard-working but FUNInclusion and supportAt Kew Green Hotels, we encourage applications from individuals of all backgrounds and abilities. We aim to create an inclusive workplace for everyone. Should you require any reasonable adjustments throughout the recruitment process, please make sure to complete the relevant application questions, or contact recruitment@kewgreenhotels.com if you have any questions. We are committed to supporting any adjustments you may need.Our amazing benefitsDo you enjoy travelling? A fun weekend away? We\'ve got you covered with preferential ratesAlternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn\'t all about work).Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estateFREE membership to the Leisure ClubProgression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertipsKewFest, Employee Appreciation Week, and Awards evening are all annual events.Progression and room to grow, with opportunities across the UK and internationallyFlexible attitude and working hours.Mental Health Support with our 24/7, 365 Employee Assistance LineOur valuesWhether we are passing on a sales lead, creating an on-trend specials dish or simply looking after guests and employees, here at Kew Green we believe that the details matter. We know that each and every member of our team consistently pursue outstanding – and we have a firm belief in trusting our teams to find innovative and unique ways to do this. And in return? Not only do we offer a highly competitive benefits package, but through our career opportunities and development, we also support you wholeheartedly in your own personal pursuit of outstanding.With an ever-growing portfolio and a number of brands across leading hotel chains including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.Irrespective of whether we are finding new ways to take care of our guests or supporting departments we’ve never worked in before – here at Kew Green Hotels, our obsession over the little details is who we are.When you join the Kew Green family, you\'ll be part of a fast-growing company that is going global. If you\'ve got ambition, we can match it with endless opportunities - both in the UK and much further afield. #J-18808-Ljbffr