Guest Services Manager

JOB OVERVIEW

Job Title:

Guest Services Manager

Division/Location:

Holiday Inn Manchester – West

Reports to:

General Manager

Responsible for:

Guest Service Assistants

Property:

82 Bedrooms, Open Lobby Bar & Restaurant, 2 Meeting Rooms

What is the job?

As Guest Services Manager, you'll keep our hotel running smoothly and make sure everything is working well and all our guests are safe and comfortable. You'll maximise financial returns, driving development of people, creating and maintaining a unique guest experience, executing brand standards, and building awareness of hotel and brand in the local community.

Your day to day

People

Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers

Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance

Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently

Recommend or initiate any HR elated actions where needed

Drive a great working environment for teams to thrive – connect departments to create sense of one team

Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures

Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management

Financial

Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and oversee hotel operations for all departments.

Monitor and report variances against budget and control labour costs and other expenses.

Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty

Foster positive owner relationships if applicable and assist in providing ongoing information and status reports

Guest Experience

Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner

Review guest feedback and implement strategies for continuous improvement

Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP's, large groups, and other key guests

Lead marketing efforts to up sell guests on hotel services, offerings, and amenities

Responsible Business

Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel's or owner's policies and procedures and regulatory requirements. Maintain relations with outside contacts

Comply with federal, state and local laws regarding health, safety and alcohol services

Maintain a focus and commitment to operating a "green" hotel

Perform other duties as assigned.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

·True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

·True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

·True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

·True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There's so much more to the job than we can capture here. It's simply about creating great experiences, doing the right thing and understanding people.

What we need from you

Higher education qualification / equivalent in Hotel Administration, Business Administration

Two years of guest service/hotel experience with at least two years in a supervisory capacity, or an equivalent combination of education and experience

Previous extended stay experience or experience in a hotel of similar size and complexity preferred

Must speak fluent English

Other languages preferred

Job Type: Full-time

Pay: £27,310.00 per year

Benefits:

• Employee discount

Ability to commute/relocate:

• Salford M5 4LT: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Work Location: In person