45,574 Guest Services Manager jobs in the United Kingdom
Guest Services Manager
London, London
Marriott
Posted 5 days ago
Job Viewed
Job Description
**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** Four Points Flex by Sheraton London Euston, 8-11 Upper Woburn Place, London, United Kingdom, United Kingdom, WC1H 0JWVIEW ON MAP (
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Management
**Additional Information:** This hotel is owned and operated by an independent franchisee, Splendid Holdings Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotelu2019s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Four Points Express by Sheraton is the first of its kind in the UK and is the newest addition to the Splendid Hospitality Group portfolio. This upcoming midscale Marriott brand is scheduled to open its doors in July 2024. Located in the heart of Euston, London, our goal is to provide guests with an unforgettable experience. We are currently seeking talented individuals to join our team and help us achieve this vision.
As Guest Services Manager at our Four Points Flex by Sheraton u2013 Euston, you will oversee all aspects of the guest service operations across both front office and food & beverage departments. This includes: managing check-ins, departures, handling guest enquiries and complaint resolution, ensuring a seamless breakfast service, coordinating with other departments, to lead the Guest Service Assistants team and consistently provide exceptional customer service throughout the guest stay. Work to the required Four Points Flex brand standards and achieving the guest feedback scores as set by Marriott.
Responsibilities:
Reception:
u2013 Lead the Guest Service team, managing daily operations to ensure seamless and efficient service delivery.
u2013 Coordinate with Reservations to identify guest requirements of opportunities to personalise their experience.
u2013 Serve as the main point of contact for guest ensuring all hotel departments are briefed on individual guest needs and preferences.
u2013 Seek verbal feedback from guests on a regular basis and respond to all guests' queries in a timely and efficient manner.
u2013 Respond promptly to guest inquiries, requests, and complaints, coordinating with other departments to resolve issues efficiently.
u2013 Manage the reception and assist with the daily duties where required.
u2013 Monitor and respond to Guest satisfaction surveys in a timely manner, escalating any action points highlighted in the feedback received to the relevant departments.
u2013 Actively lead and participate in Marriott Bonvoy membership enrolment initiatives, promoting program benefits to guests.
u2013 Champion the PMS Opera system.
F&B/Kitchen Operations:
u2013 Oversee the daily breakfast operations, ensuring a seamless guest experience that reflects the Marriot standards.
u2013 Monitor buffet presentation, ensuring all food items are topped up and replenished promptly.
u2013 Ensure all food items are prepared and presented in accordance with brand standards and specifications.
u2013 Ensure adherence to all food safety, health, and hygiene regulations, conducting regular checks to maintain compliance.
u2013 Maintain accurate documentation related to health & safety protocols.
u2013 Train and monitor staff on food handling and hygiene practices to ensure a safe and clean environment.
u2013 Assists in the ordering of Food and Beverage (F&B) supplies, cleaning supplies and uniforms.
Team management:
u2013 Manage recruitment needs of the departments, utilising the relevant system
u2013 Ensure that all new starters have a induction plan, factoring in all relevant systems training, company and compliance training as well as property familiarisation training
u2013 Conduct reviews, probationary/ annual reviews and hold regular meetings with the team to ensure that they are working towards their KPIu2019s
u2013 Hold departmental meetings to ensure that the team are aware of latest information from the Company as well as the property
u2013 Develop, coach, and train team members, creating a personalised action plan to promote growth and foster a supportive and positive work environment
u2013 Set performance standards in line with brand expectations, monitor performance, and provide constructive feedback
u2013 Actively support employee engagement initiatives, building a cohesive and motivated team
u2013 Prepare staff schedules (Rota) to ensure all shifts are covered while balancing operational needs with appropriate training opportunities
u2013 Managing employee relations issues that may occur within the department with the support of the Regional People team
u2013 Undertaking Duty Management shifts and supporting the Senior Hotel Management team
u2013 Assuming supplementary responsibilities as needed to support the delivery of a consistent exceptional guest experience
Person Specifications:
u2013 Minimum of 2 years experience working in a similar role in Front Office/ Guest Services, and F&B operations within a hospitality setting.
u2013 Proficient in delivering exceptional service and managing guest expectations to enhance guest satisfaction
u2013 Ability to manage and resolve guest complaints in a professional, calm, and confident manner
u2013 Experience with staff scheduling (Rota preparation), performance monitoring, and managing operational resources effectively
u2013 Proven ability to lead, motivate, and manage a diverse team across multiple departments (Guest Services, F&B, Kitchen)
u2013 Ability to identify issues and their root causes quickly and implement effective solutions in high-pressure situations
u2013 Prioritizing tasks and managing multiple responsibilities effectively to ensure smooth daily operations
u2013 Ability to communicate in an effective and clear manner
u2013 Working knowledge of Opera PMS
We strive to create an amazing workplace where our staff feel happy, motivated and a part of the family. We want to provide a friendly and supportive environment that encourages growth and development. By working with people from all over the world, you can expand your personal and professional horizons and create unforgettable experiences for our guests. If you're interested in advancing your career, we offer various growth opportunities within the company. Additionally, we have other benefits on offer which we can discuss with you.
u2013 All Marriott Employee Benefits
u2013 Apprenticeship programmes available
u2013 Learning and Development Opportunities are available through our Leadership Development Programmes
u2013 Heavily discounted hotel stays and food & beverage discounts
u2013 Uniform provided
u /7 Employee Assistance Programme for you and your family
u2013 Giving you access to counselling services, physical wellbeing & financial aid
u holiday days (pro rata for part-time)
u2013 Automatic Enrolment into a workplace pension scheme
_This company is an equal opportunity employer._
frnch1
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** Four Points Flex by Sheraton London Euston, 8-11 Upper Woburn Place, London, United Kingdom, United Kingdom, WC1H 0JWVIEW ON MAP (
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Management
**Additional Information:** This hotel is owned and operated by an independent franchisee, Splendid Holdings Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotelu2019s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Four Points Express by Sheraton is the first of its kind in the UK and is the newest addition to the Splendid Hospitality Group portfolio. This upcoming midscale Marriott brand is scheduled to open its doors in July 2024. Located in the heart of Euston, London, our goal is to provide guests with an unforgettable experience. We are currently seeking talented individuals to join our team and help us achieve this vision.
As Guest Services Manager at our Four Points Flex by Sheraton u2013 Euston, you will oversee all aspects of the guest service operations across both front office and food & beverage departments. This includes: managing check-ins, departures, handling guest enquiries and complaint resolution, ensuring a seamless breakfast service, coordinating with other departments, to lead the Guest Service Assistants team and consistently provide exceptional customer service throughout the guest stay. Work to the required Four Points Flex brand standards and achieving the guest feedback scores as set by Marriott.
Responsibilities:
Reception:
u2013 Lead the Guest Service team, managing daily operations to ensure seamless and efficient service delivery.
u2013 Coordinate with Reservations to identify guest requirements of opportunities to personalise their experience.
u2013 Serve as the main point of contact for guest ensuring all hotel departments are briefed on individual guest needs and preferences.
u2013 Seek verbal feedback from guests on a regular basis and respond to all guests' queries in a timely and efficient manner.
u2013 Respond promptly to guest inquiries, requests, and complaints, coordinating with other departments to resolve issues efficiently.
u2013 Manage the reception and assist with the daily duties where required.
u2013 Monitor and respond to Guest satisfaction surveys in a timely manner, escalating any action points highlighted in the feedback received to the relevant departments.
u2013 Actively lead and participate in Marriott Bonvoy membership enrolment initiatives, promoting program benefits to guests.
u2013 Champion the PMS Opera system.
F&B/Kitchen Operations:
u2013 Oversee the daily breakfast operations, ensuring a seamless guest experience that reflects the Marriot standards.
u2013 Monitor buffet presentation, ensuring all food items are topped up and replenished promptly.
u2013 Ensure all food items are prepared and presented in accordance with brand standards and specifications.
u2013 Ensure adherence to all food safety, health, and hygiene regulations, conducting regular checks to maintain compliance.
u2013 Maintain accurate documentation related to health & safety protocols.
u2013 Train and monitor staff on food handling and hygiene practices to ensure a safe and clean environment.
u2013 Assists in the ordering of Food and Beverage (F&B) supplies, cleaning supplies and uniforms.
Team management:
u2013 Manage recruitment needs of the departments, utilising the relevant system
u2013 Ensure that all new starters have a induction plan, factoring in all relevant systems training, company and compliance training as well as property familiarisation training
u2013 Conduct reviews, probationary/ annual reviews and hold regular meetings with the team to ensure that they are working towards their KPIu2019s
u2013 Hold departmental meetings to ensure that the team are aware of latest information from the Company as well as the property
u2013 Develop, coach, and train team members, creating a personalised action plan to promote growth and foster a supportive and positive work environment
u2013 Set performance standards in line with brand expectations, monitor performance, and provide constructive feedback
u2013 Actively support employee engagement initiatives, building a cohesive and motivated team
u2013 Prepare staff schedules (Rota) to ensure all shifts are covered while balancing operational needs with appropriate training opportunities
u2013 Managing employee relations issues that may occur within the department with the support of the Regional People team
u2013 Undertaking Duty Management shifts and supporting the Senior Hotel Management team
u2013 Assuming supplementary responsibilities as needed to support the delivery of a consistent exceptional guest experience
Person Specifications:
u2013 Minimum of 2 years experience working in a similar role in Front Office/ Guest Services, and F&B operations within a hospitality setting.
u2013 Proficient in delivering exceptional service and managing guest expectations to enhance guest satisfaction
u2013 Ability to manage and resolve guest complaints in a professional, calm, and confident manner
u2013 Experience with staff scheduling (Rota preparation), performance monitoring, and managing operational resources effectively
u2013 Proven ability to lead, motivate, and manage a diverse team across multiple departments (Guest Services, F&B, Kitchen)
u2013 Ability to identify issues and their root causes quickly and implement effective solutions in high-pressure situations
u2013 Prioritizing tasks and managing multiple responsibilities effectively to ensure smooth daily operations
u2013 Ability to communicate in an effective and clear manner
u2013 Working knowledge of Opera PMS
We strive to create an amazing workplace where our staff feel happy, motivated and a part of the family. We want to provide a friendly and supportive environment that encourages growth and development. By working with people from all over the world, you can expand your personal and professional horizons and create unforgettable experiences for our guests. If you're interested in advancing your career, we offer various growth opportunities within the company. Additionally, we have other benefits on offer which we can discuss with you.
u2013 All Marriott Employee Benefits
u2013 Apprenticeship programmes available
u2013 Learning and Development Opportunities are available through our Leadership Development Programmes
u2013 Heavily discounted hotel stays and food & beverage discounts
u2013 Uniform provided
u /7 Employee Assistance Programme for you and your family
u2013 Giving you access to counselling services, physical wellbeing & financial aid
u holiday days (pro rata for part-time)
u2013 Automatic Enrolment into a workplace pension scheme
_This company is an equal opportunity employer._
frnch1
This advertiser has chosen not to accept applicants from your region.
0
Guest Services Manager
London, London
Marriott
Posted 5 days ago
Job Viewed
Job Description
**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** Four Points Flex by Sheraton London Euston, 8-11 Upper Woburn Place, London, United Kingdom, United Kingdom, WC1H 0JWVIEW ON MAP (
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Management
**Additional Information:** This hotel is owned and operated by an independent franchisee, Splendid Holdings Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotelu2019s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Four Points Express by Sheraton is the first of its kind in the UK and is the newest addition to the Splendid Hospitality Group portfolio. This upcoming midscale Marriott brand is scheduled to open its doors in July 2024. Located in the heart of Euston, London, our goal is to provide guests with an unforgettable experience. We are currently seeking talented individuals to join our team and help us achieve this vision.
As Guest Services Manager at our Four Points Flex by Sheraton u2013 Euston, you will oversee all aspects of the guest service operations across both front office and food & beverage departments. This includes: managing check-ins, departures, handling guest enquiries and complaint resolution, ensuring a seamless breakfast service, coordinating with other departments, to lead the Guest Service Assistants team and consistently provide exceptional customer service throughout the guest stay. Work to the required Four Points Flex brand standards and achieving the guest feedback scores as set by Marriott.
Responsibilities:
Reception:
u2013 Lead the Guest Service team, managing daily operations to ensure seamless and efficient service delivery.
u2013 Coordinate with Reservations to identify guest requirements of opportunities to personalise their experience.
u2013 Serve as the main point of contact for guest ensuring all hotel departments are briefed on individual guest needs and preferences.
u2013 Seek verbal feedback from guests on a regular basis and respond to all guests' queries in a timely and efficient manner.
u2013 Respond promptly to guest inquiries, requests, and complaints, coordinating with other departments to resolve issues efficiently.
u2013 Manage the reception and assist with the daily duties where required.
u2013 Monitor and respond to Guest satisfaction surveys in a timely manner, escalating any action points highlighted in the feedback received to the relevant departments.
u2013 Actively lead and participate in Marriott Bonvoy membership enrolment initiatives, promoting program benefits to guests.
u2013 Champion the PMS Opera system.
F&B/Kitchen Operations:
u2013 Oversee the daily breakfast operations, ensuring a seamless guest experience that reflects the Marriot standards.
u2013 Monitor buffet presentation, ensuring all food items are topped up and replenished promptly.
u2013 Ensure all food items are prepared and presented in accordance with brand standards and specifications.
u2013 Ensure adherence to all food safety, health, and hygiene regulations, conducting regular checks to maintain compliance.
u2013 Maintain accurate documentation related to health & safety protocols.
u2013 Train and monitor staff on food handling and hygiene practices to ensure a safe and clean environment.
u2013 Assists in the ordering of Food and Beverage (F&B) supplies, cleaning supplies and uniforms.
Team management:
u2013 Manage recruitment needs of the departments, utilising the relevant system
u2013 Ensure that all new starters have a induction plan, factoring in all relevant systems training, company and compliance training as well as property familiarisation training
u2013 Conduct reviews, probationary/ annual reviews and hold regular meetings with the team to ensure that they are working towards their KPIu2019s
u2013 Hold departmental meetings to ensure that the team are aware of latest information from the Company as well as the property
u2013 Develop, coach, and train team members, creating a personalised action plan to promote growth and foster a supportive and positive work environment
u2013 Set performance standards in line with brand expectations, monitor performance, and provide constructive feedback
u2013 Actively support employee engagement initiatives, building a cohesive and motivated team
u2013 Prepare staff schedules (Rota) to ensure all shifts are covered while balancing operational needs with appropriate training opportunities
u2013 Managing employee relations issues that may occur within the department with the support of the Regional People team
u2013 Undertaking Duty Management shifts and supporting the Senior Hotel Management team
u2013 Assuming supplementary responsibilities as needed to support the delivery of a consistent exceptional guest experience
Person Specifications:
u2013 Minimum of 2 years experience working in a similar role in Front Office/ Guest Services, and F&B operations within a hospitality setting.
u2013 Proficient in delivering exceptional service and managing guest expectations to enhance guest satisfaction
u2013 Ability to manage and resolve guest complaints in a professional, calm, and confident manner
u2013 Experience with staff scheduling (Rota preparation), performance monitoring, and managing operational resources effectively
u2013 Proven ability to lead, motivate, and manage a diverse team across multiple departments (Guest Services, F&B, Kitchen)
u2013 Ability to identify issues and their root causes quickly and implement effective solutions in high-pressure situations
u2013 Prioritizing tasks and managing multiple responsibilities effectively to ensure smooth daily operations
u2013 Ability to communicate in an effective and clear manner
u2013 Working knowledge of Opera PMS
We strive to create an amazing workplace where our staff feel happy, motivated and a part of the family. We want to provide a friendly and supportive environment that encourages growth and development. By working with people from all over the world, you can expand your personal and professional horizons and create unforgettable experiences for our guests. If you're interested in advancing your career, we offer various growth opportunities within the company. Additionally, we have other benefits on offer which we can discuss with you.
u2013 All Marriott Employee Benefits
u2013 Apprenticeship programmes available
u2013 Learning and Development Opportunities are available through our Leadership Development Programmes
u2013 Heavily discounted hotel stays and food & beverage discounts
u2013 Uniform provided
u /7 Employee Assistance Programme for you and your family
u2013 Giving you access to counselling services, physical wellbeing & financial aid
u holiday days (pro rata for part-time)
u2013 Automatic Enrolment into a workplace pension scheme
_This company is an equal opportunity employer._
frnch1
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** Four Points Flex by Sheraton London Euston, 8-11 Upper Woburn Place, London, United Kingdom, United Kingdom, WC1H 0JWVIEW ON MAP (
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Management
**Additional Information:** This hotel is owned and operated by an independent franchisee, Splendid Holdings Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotelu2019s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Four Points Express by Sheraton is the first of its kind in the UK and is the newest addition to the Splendid Hospitality Group portfolio. This upcoming midscale Marriott brand is scheduled to open its doors in July 2024. Located in the heart of Euston, London, our goal is to provide guests with an unforgettable experience. We are currently seeking talented individuals to join our team and help us achieve this vision.
As Guest Services Manager at our Four Points Flex by Sheraton u2013 Euston, you will oversee all aspects of the guest service operations across both front office and food & beverage departments. This includes: managing check-ins, departures, handling guest enquiries and complaint resolution, ensuring a seamless breakfast service, coordinating with other departments, to lead the Guest Service Assistants team and consistently provide exceptional customer service throughout the guest stay. Work to the required Four Points Flex brand standards and achieving the guest feedback scores as set by Marriott.
Responsibilities:
Reception:
u2013 Lead the Guest Service team, managing daily operations to ensure seamless and efficient service delivery.
u2013 Coordinate with Reservations to identify guest requirements of opportunities to personalise their experience.
u2013 Serve as the main point of contact for guest ensuring all hotel departments are briefed on individual guest needs and preferences.
u2013 Seek verbal feedback from guests on a regular basis and respond to all guests' queries in a timely and efficient manner.
u2013 Respond promptly to guest inquiries, requests, and complaints, coordinating with other departments to resolve issues efficiently.
u2013 Manage the reception and assist with the daily duties where required.
u2013 Monitor and respond to Guest satisfaction surveys in a timely manner, escalating any action points highlighted in the feedback received to the relevant departments.
u2013 Actively lead and participate in Marriott Bonvoy membership enrolment initiatives, promoting program benefits to guests.
u2013 Champion the PMS Opera system.
F&B/Kitchen Operations:
u2013 Oversee the daily breakfast operations, ensuring a seamless guest experience that reflects the Marriot standards.
u2013 Monitor buffet presentation, ensuring all food items are topped up and replenished promptly.
u2013 Ensure all food items are prepared and presented in accordance with brand standards and specifications.
u2013 Ensure adherence to all food safety, health, and hygiene regulations, conducting regular checks to maintain compliance.
u2013 Maintain accurate documentation related to health & safety protocols.
u2013 Train and monitor staff on food handling and hygiene practices to ensure a safe and clean environment.
u2013 Assists in the ordering of Food and Beverage (F&B) supplies, cleaning supplies and uniforms.
Team management:
u2013 Manage recruitment needs of the departments, utilising the relevant system
u2013 Ensure that all new starters have a induction plan, factoring in all relevant systems training, company and compliance training as well as property familiarisation training
u2013 Conduct reviews, probationary/ annual reviews and hold regular meetings with the team to ensure that they are working towards their KPIu2019s
u2013 Hold departmental meetings to ensure that the team are aware of latest information from the Company as well as the property
u2013 Develop, coach, and train team members, creating a personalised action plan to promote growth and foster a supportive and positive work environment
u2013 Set performance standards in line with brand expectations, monitor performance, and provide constructive feedback
u2013 Actively support employee engagement initiatives, building a cohesive and motivated team
u2013 Prepare staff schedules (Rota) to ensure all shifts are covered while balancing operational needs with appropriate training opportunities
u2013 Managing employee relations issues that may occur within the department with the support of the Regional People team
u2013 Undertaking Duty Management shifts and supporting the Senior Hotel Management team
u2013 Assuming supplementary responsibilities as needed to support the delivery of a consistent exceptional guest experience
Person Specifications:
u2013 Minimum of 2 years experience working in a similar role in Front Office/ Guest Services, and F&B operations within a hospitality setting.
u2013 Proficient in delivering exceptional service and managing guest expectations to enhance guest satisfaction
u2013 Ability to manage and resolve guest complaints in a professional, calm, and confident manner
u2013 Experience with staff scheduling (Rota preparation), performance monitoring, and managing operational resources effectively
u2013 Proven ability to lead, motivate, and manage a diverse team across multiple departments (Guest Services, F&B, Kitchen)
u2013 Ability to identify issues and their root causes quickly and implement effective solutions in high-pressure situations
u2013 Prioritizing tasks and managing multiple responsibilities effectively to ensure smooth daily operations
u2013 Ability to communicate in an effective and clear manner
u2013 Working knowledge of Opera PMS
We strive to create an amazing workplace where our staff feel happy, motivated and a part of the family. We want to provide a friendly and supportive environment that encourages growth and development. By working with people from all over the world, you can expand your personal and professional horizons and create unforgettable experiences for our guests. If you're interested in advancing your career, we offer various growth opportunities within the company. Additionally, we have other benefits on offer which we can discuss with you.
u2013 All Marriott Employee Benefits
u2013 Apprenticeship programmes available
u2013 Learning and Development Opportunities are available through our Leadership Development Programmes
u2013 Heavily discounted hotel stays and food & beverage discounts
u2013 Uniform provided
u /7 Employee Assistance Programme for you and your family
u2013 Giving you access to counselling services, physical wellbeing & financial aid
u holiday days (pro rata for part-time)
u2013 Automatic Enrolment into a workplace pension scheme
_This company is an equal opportunity employer._
frnch1
This advertiser has chosen not to accept applicants from your region.
1
Guest Services Manager
IHG
Posted today
Job Viewed
Job Description
At **voco Grand Central Hotel** we are looking for a **Full Time Guest Services Manager** to join us in creating a warm voco welcome for our guests!
voco Grand Central is Located at the very heart of the city, directly adjoining Glasgow Central station situated in one of the city's most historic and impressive buildings. With an abundance of historical grandeur and a guest list to match, over the years we've played host to everyone: from Fred Astaire to Frank Sinatra.
**We are looking for a Guest Services Manager who can commit to working on a 4 on 4 off basis, based on shift times between 09:00 - 21:00 each day.**
Are you a level-headed, proactive problem-solver with a passion for delivering exceptional guest service? We're looking for a dynamic individual to take on a dual role as Guest Services Manager (GSM) and Duty Manager, supporting daily operations and driving unforgettable guest experiences.
**About the Role:**
This is a split role, with approximately 70% of your time focused on Duty Manager responsibilities, ensuring the smooth running of daily hotel operations across all departments.
**Key responsibilities include:**
+ Acting as Duty Manager - resolving operational issues as they arise, supporting departments, and making quick decisions to keep things running smoothly
+ Delivering outstanding service to VIPs and handling guest concerns professionally and efficiently
+ Responding to guest reviews and ensuring follow-up is prompt and impactful
+ Performing fire walks and overseeing building safety, especially during key shifts
We're looking for someone who has already worked in a supervisory or operations-level role and is confident leading by example.
**What We're Looking For:**
+ Previous experience with Opera PMS and strong working knowledge of hotel operations
+ A calm, level-headed approach - you don't let emotions take over in challenging situations
+ Excellent communication skills, both written and verbal
+ A collaborative, can-do mindset and the ability to work cross-functionally
+ Personal license holder and first aid trained (preferred)
+ capable and comfortable moving around a large hotel, including regularly using stairs up to the 7th floor as part of operational duties
+ A natural problem-solver who takes ownership and sees things through
**Why work with us?**
+ You will be joining an award-winning Front Office team
+ Be part of a high performing, driven, and supportive team that truly makes a difference to every guest's stay
+ Enjoy regular reward and recognition through IHG for reaching targets and delivering excellence
+ Every day is different, and your work has a real impact on the guest experience
We are committed to offer and provide our Guest Services Manager with a competitive salary and a large range of benefits:
+ Salary between £29,000 - £29,820 per annum plus, paid overtime and great IHG perks!
+ 31 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (Pro Rated)
+ Access to Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
+ Free meals on Duty
+ Growth and development - extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice.
+ Colleague perks - worldwide discounted room rates and discounted F&B whilst on employee rate (IHG has over 6,000 hotels and growing), plus generous friends and family rate. Discounts through our portal on your supermarket shop, experiences and loads of retailers on our perk's portal.
+ Wellbeing - generous maternity/paternity pay, employee assistance programme available 24/7 and access to mental health first-aiders
+ Hotel specific benefits - generous discounts in our Champagne Bar plus a variety of different gifts on milestone occasions to celebrate with you!
If you're ready to step up and thrive in a high-energy, people-focused environment, we'd love to hear from you.
You must meet the legal requirements to work in the UK.
_At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex_
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
voco Grand Central is Located at the very heart of the city, directly adjoining Glasgow Central station situated in one of the city's most historic and impressive buildings. With an abundance of historical grandeur and a guest list to match, over the years we've played host to everyone: from Fred Astaire to Frank Sinatra.
**We are looking for a Guest Services Manager who can commit to working on a 4 on 4 off basis, based on shift times between 09:00 - 21:00 each day.**
Are you a level-headed, proactive problem-solver with a passion for delivering exceptional guest service? We're looking for a dynamic individual to take on a dual role as Guest Services Manager (GSM) and Duty Manager, supporting daily operations and driving unforgettable guest experiences.
**About the Role:**
This is a split role, with approximately 70% of your time focused on Duty Manager responsibilities, ensuring the smooth running of daily hotel operations across all departments.
**Key responsibilities include:**
+ Acting as Duty Manager - resolving operational issues as they arise, supporting departments, and making quick decisions to keep things running smoothly
+ Delivering outstanding service to VIPs and handling guest concerns professionally and efficiently
+ Responding to guest reviews and ensuring follow-up is prompt and impactful
+ Performing fire walks and overseeing building safety, especially during key shifts
We're looking for someone who has already worked in a supervisory or operations-level role and is confident leading by example.
**What We're Looking For:**
+ Previous experience with Opera PMS and strong working knowledge of hotel operations
+ A calm, level-headed approach - you don't let emotions take over in challenging situations
+ Excellent communication skills, both written and verbal
+ A collaborative, can-do mindset and the ability to work cross-functionally
+ Personal license holder and first aid trained (preferred)
+ capable and comfortable moving around a large hotel, including regularly using stairs up to the 7th floor as part of operational duties
+ A natural problem-solver who takes ownership and sees things through
**Why work with us?**
+ You will be joining an award-winning Front Office team
+ Be part of a high performing, driven, and supportive team that truly makes a difference to every guest's stay
+ Enjoy regular reward and recognition through IHG for reaching targets and delivering excellence
+ Every day is different, and your work has a real impact on the guest experience
We are committed to offer and provide our Guest Services Manager with a competitive salary and a large range of benefits:
+ Salary between £29,000 - £29,820 per annum plus, paid overtime and great IHG perks!
+ 31 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (Pro Rated)
+ Access to Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
+ Free meals on Duty
+ Growth and development - extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice.
+ Colleague perks - worldwide discounted room rates and discounted F&B whilst on employee rate (IHG has over 6,000 hotels and growing), plus generous friends and family rate. Discounts through our portal on your supermarket shop, experiences and loads of retailers on our perk's portal.
+ Wellbeing - generous maternity/paternity pay, employee assistance programme available 24/7 and access to mental health first-aiders
+ Hotel specific benefits - generous discounts in our Champagne Bar plus a variety of different gifts on milestone occasions to celebrate with you!
If you're ready to step up and thrive in a high-energy, people-focused environment, we'd love to hear from you.
You must meet the legal requirements to work in the UK.
_At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex_
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
This advertiser has chosen not to accept applicants from your region.
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Guest Services Manager
G1 1AA Glasgow, Scotland
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a prestigious establishment in **Glasgow, Scotland, UK**, is seeking an experienced and customer-focused Guest Services Manager to oversee all aspects of guest relations and satisfaction. This role is crucial in ensuring a memorable and seamless experience for every guest, upholding the highest standards of service excellence.
Key responsibilities will include:
The ideal candidate will possess a strong background in hospitality management, with at least 4 years of experience in a supervisory or management role within front office or guest relations. Excellent interpersonal, communication, and problem-solving skills are essential. A passion for delivering outstanding customer service and a keen eye for detail are vital. Fluency in English is required, and knowledge of additional languages would be an advantage. Experience with hotel management systems (PMS) is necessary. This is a fantastic opportunity for a dedicated hospitality professional to lead a high-performing team in a vibrant city.
Key responsibilities will include:
- Leading and motivating the front desk, concierge, and guest relations teams to deliver exceptional service.
- Managing guest check-in and check-out processes efficiently and courteously.
- Handling guest inquiries, requests, and complaints with professionalism and promptness, aiming for first-contact resolution.
- Developing and implementing service standards and training programs for the guest services department.
- Monitoring guest feedback and implementing improvements based on reviews and suggestions.
- Coordinating with other hotel departments (e.g., housekeeping, F&B, maintenance) to ensure guest needs are met.
- Managing room allocations and VIP guest requirements.
- Overseeing the smooth operation of the concierge desk, providing local information and assistance.
- Maintaining the appearance and functionality of the lobby and reception areas.
- Preparing daily reports on guest services activities and key performance indicators.
The ideal candidate will possess a strong background in hospitality management, with at least 4 years of experience in a supervisory or management role within front office or guest relations. Excellent interpersonal, communication, and problem-solving skills are essential. A passion for delivering outstanding customer service and a keen eye for detail are vital. Fluency in English is required, and knowledge of additional languages would be an advantage. Experience with hotel management systems (PMS) is necessary. This is a fantastic opportunity for a dedicated hospitality professional to lead a high-performing team in a vibrant city.
This advertiser has chosen not to accept applicants from your region.
3
Guest Services Manager
L3 4AD Liverpool, North West
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a highly acclaimed boutique hotel known for its exceptional guest experience, is seeking a sophisticated and personable Guest Services Manager to lead their front-of-house operations in Liverpool, Merseyside, UK . This role is paramount in ensuring every guest enjoys a memorable and seamless stay. As the Guest Services Manager, you will oversee the reception, concierge, and bell staff, ensuring the highest standards of service delivery. You will be responsible for managing guest inquiries, resolving any issues promptly and professionally, and proactively anticipating guest needs. The ideal candidate will have a proven background in hotel management or a related hospitality role, with a deep understanding of guest relations and operational excellence. You will possess outstanding communication and interpersonal skills, with the ability to engage effectively with a diverse international clientele. Strong leadership qualities, meticulous attention to detail, and a passion for creating memorable experiences are essential. You will be responsible for staff training and development, performance management, and ensuring efficient front-desk operations. This role involves working closely with other hotel departments to ensure a cohesive and exceptional guest journey. The ability to remain calm and composed under pressure is crucial, as is a dedication to exceeding guest expectations.
Key Responsibilities:
Key Responsibilities:
- Oversee the daily operations of the front desk, concierge, and bell desk.
- Lead, train, and motivate the guest services team to deliver exceptional service.
- Manage guest arrivals, departures, and special requests efficiently.
- Respond to and resolve guest complaints and concerns promptly and effectively.
- Ensure all guest interactions are professional, courteous, and personalized.
- Maintain high standards of presentation and cleanliness in front-of-house areas.
- Liaise with other hotel departments to ensure seamless guest experiences.
- Implement and enforce hotel policies and procedures.
- Monitor guest feedback and implement service improvements.
- Manage staffing levels and schedules for the guest services team.
- Proven experience in a Guest Services, Front Desk Management, or similar role within the hospitality industry.
- A strong understanding of hotel operations and guest relations.
- Exceptional customer service and interpersonal skills.
- Excellent leadership and team management abilities.
- Proficiency in hotel management software (PMS) and reservation systems.
- Strong problem-solving and decision-making skills.
- Ability to remain calm and effective under pressure.
- Excellent communication and organizational skills.
- A passion for hospitality and creating memorable guest experiences.
This advertiser has chosen not to accept applicants from your region.
4
Guest Services Manager
DE1 2FL Derby, East Midlands
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a highly-regarded establishment in the hospitality sector, is seeking an experienced and customer-focused Guest Services Manager to oversee their front-of-house operations. This role is critical in ensuring an exceptional guest experience, fostering a welcoming atmosphere, and managing the day-to-day activities of the guest services team. You will be responsible for leading a team of front desk staff, resolving guest inquiries and complaints efficiently, and implementing service standards that exceed expectations. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of hotel operations and guest relations. Your role will involve training and motivating staff, managing reservations and check-in/check-out processes, and collaborating with other departments to ensure seamless service delivery. You will also be involved in service recovery efforts and continuously seeking ways to enhance the guest journey. This hands-on position requires a proactive approach, a keen eye for detail, and the ability to remain calm and professional under pressure. You will be the face of hospitality for our esteemed guests, ensuring their stay is memorable and enjoyable. This position is based at our client's premier location in Derby, Derbyshire, UK .
Key Responsibilities:
Key Responsibilities:
- Manage and lead the front desk and guest services team.
- Ensure the highest standards of customer service are maintained at all times.
- Handle guest inquiries, requests, and complaints promptly and professionally.
- Oversee the check-in and check-out processes to ensure efficiency and accuracy.
- Train, motivate, and evaluate the performance of guest services staff.
- Collaborate with housekeeping, F&B, and maintenance departments to ensure guest satisfaction.
- Develop and implement service improvement initiatives.
- Manage room inventory, reservations, and special guest requests.
- Conduct regular team meetings and provide constructive feedback.
- Uphold the establishment's brand image and service ethos.
- Proven experience in a supervisory or management role within hospitality, preferably in front office operations.
- Excellent leadership, interpersonal, and communication skills.
- Strong problem-solving abilities and conflict resolution skills.
- In-depth knowledge of hotel management systems and reservation software.
- Customer-centric mindset with a passion for service excellence.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- Relevant qualification in Hospitality Management is a plus.
This advertiser has chosen not to accept applicants from your region.
5
Guest Services Manager
L2 5QR Liverpool, North West
£30000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a renowned hotel group, is seeking a highly motivated and customer-focused Guest Services Manager to join their prestigious establishment in Liverpool, Merseyside, UK . This role is critical in ensuring an exceptional guest experience from arrival to departure, fostering a culture of service excellence throughout the hotel. This is a hands-on, on-site position requiring a dedicated and proactive individual.
As a Guest Services Manager, your primary responsibilities will include overseeing the front desk operations, managing the concierge and bell staff, and ensuring all guest inquiries and requests are handled promptly and efficiently. You will be responsible for training and developing the guest services team, setting performance standards, and conducting regular performance reviews. Creating a welcoming atmosphere and resolving guest issues with diplomacy and professionalism are key aspects of this role. You will also be involved in guest feedback management, implementing strategies to enhance guest satisfaction and loyalty. This includes monitoring online reviews and responding appropriately, as well as developing and implementing service improvement initiatives. Your role will involve working closely with other departments, such as housekeeping, food and beverage, and sales, to ensure seamless operations and a consistent guest experience.
The ideal candidate will have a minimum of 3-5 years of experience in hospitality management, with a proven track record in guest relations or front office operations. Excellent leadership, communication, and interpersonal skills are essential, along with a passion for delivering outstanding customer service. You should be proficient in hotel management software and possess strong problem-solving abilities. The ability to remain calm and effective under pressure, especially during peak periods, is crucial. A flexible approach to working hours, including evenings, weekends, and holidays, is required. Candidates should demonstrate a strong understanding of hospitality standards and best practices. A degree or diploma in Hospitality Management or a related field is advantageous. You will be expected to embody the company's service ethos and motivate your team to achieve high standards in every guest interaction. This role requires a visible presence on the hotel floor to provide support and guidance to both staff and guests.
As a Guest Services Manager, your primary responsibilities will include overseeing the front desk operations, managing the concierge and bell staff, and ensuring all guest inquiries and requests are handled promptly and efficiently. You will be responsible for training and developing the guest services team, setting performance standards, and conducting regular performance reviews. Creating a welcoming atmosphere and resolving guest issues with diplomacy and professionalism are key aspects of this role. You will also be involved in guest feedback management, implementing strategies to enhance guest satisfaction and loyalty. This includes monitoring online reviews and responding appropriately, as well as developing and implementing service improvement initiatives. Your role will involve working closely with other departments, such as housekeeping, food and beverage, and sales, to ensure seamless operations and a consistent guest experience.
The ideal candidate will have a minimum of 3-5 years of experience in hospitality management, with a proven track record in guest relations or front office operations. Excellent leadership, communication, and interpersonal skills are essential, along with a passion for delivering outstanding customer service. You should be proficient in hotel management software and possess strong problem-solving abilities. The ability to remain calm and effective under pressure, especially during peak periods, is crucial. A flexible approach to working hours, including evenings, weekends, and holidays, is required. Candidates should demonstrate a strong understanding of hospitality standards and best practices. A degree or diploma in Hospitality Management or a related field is advantageous. You will be expected to embody the company's service ethos and motivate your team to achieve high standards in every guest interaction. This role requires a visible presence on the hotel floor to provide support and guidance to both staff and guests.
This advertiser has chosen not to accept applicants from your region.
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6
Guest Services Manager
LE1 5BB Leicester, East Midlands
£32000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dynamic Guest Services Manager to oversee all aspects of guest relations and satisfaction within their esteemed establishment in Leicester, Leicestershire, UK . This pivotal role involves leading a team of front desk staff, concierges, and guest relations officers to deliver exceptional service standards. You will be responsible for managing daily operations, ensuring seamless check-in and check-out processes, and resolving guest complaints efficiently and professionally. The ideal candidate will have a proven track record in high-end hospitality, with strong leadership abilities and a keen eye for detail. Your responsibilities will include developing and implementing service protocols, training staff to maintain exemplary service levels, and managing guest feedback systems to identify areas for improvement. You will also liaise with other departments, such as housekeeping and food and beverage, to ensure a cohesive guest experience. Performance metrics will include guest satisfaction scores, occupancy rates, and departmental efficiency. This role requires excellent communication and interpersonal skills, a proactive approach to problem-solving, and the ability to remain calm under pressure. A passion for hospitality and a commitment to exceeding guest expectations are paramount. The role will involve a hybrid work schedule, with a mix of on-site and remote working flexibility. We are looking for an individual who can contribute to a positive and productive work environment, fostering a culture of excellence and guest-centricity.
This advertiser has chosen not to accept applicants from your region.
7
Guest Services Manager
MK1 1DU Milton Keynes, South East
£30000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a leading hospitality provider, is seeking an experienced and charismatic Guest Services Manager for their establishment in Milton Keynes, Buckinghamshire, UK . This role is central to ensuring an unparalleled guest experience, overseeing front-of-house operations and leading a dedicated team. You will be responsible for managing check-in and check-out procedures, handling guest inquiries and complaints with professionalism and efficiency, and coordinating with various departments to fulfill guest requests. A key focus will be on developing and implementing service standards that exceed guest expectations, fostering a culture of exceptional hospitality. The successful candidate will possess strong leadership qualities, excellent interpersonal skills, and a passion for customer service. You will be involved in staff training and development, performance management, and ensuring adherence to company policies and procedures. Responsibilities include managing reservations, overseeing concierge services, and ensuring the seamless operation of all guest-facing touchpoints. This role requires the ability to anticipate guest needs, solve problems creatively, and maintain composure under pressure. A proactive approach to service recovery and a commitment to continuous improvement are essential. You will also be involved in monitoring guest feedback and implementing strategies to enhance overall satisfaction. The ideal candidate will have previous experience in a supervisory or management role within the hospitality sector. A polished and professional demeanor is required at all times. This is a fantastic opportunity to make a significant impact on the guest experience and contribute to the success of a reputable establishment. Join a team that values dedication, teamwork, and a commitment to excellence.
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8
Guest Services Manager - UK
Royal Caribbean Group
Posted 3 days ago
Job Viewed
Job Description
Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.
Qualifications:
1. Hotel Director/Hotel General Manager background in a 4- or 5-star hotel
2. 2-3yrs of hotelier experience
3. Additional languages is an advantage (Spanish, Italian, Portuguese, French, German)
Duties and Responsibilities:
1. Takes the lead in owning and delivering an exceptional guest experience while embracing an ambassador’s role in tutoring other divisions on the key drivers of these standards. Encouraged to maintain and further develop strong rapport with division heads from both Hotel and Marine departments.
2. Responsible for leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service, taking ownership for efficiently reacting to guest requests. Maintain a detailed knowledge of all key performance indicators, guest ratings and comments to establish a culture throughout the Guest Services team for complete ownership of the guest experience.
3. Effectively balances operational needs between the Financial and Guest Services Divisions through synergetic communication of guest issues to optimize positive guest comments and ratings of the overall Guest Services operation.
4. Effectively manages all group business onboard ensuring the Group Coordinator has all the necessary skills, training, tools, information and support to enable consistent delivery of services and products.
5. Assigns duties and responsibilities to team members. Observes and evaluates team members through open and honest feedback to ensure high quality standards are met.
6. Comprehensive knowledge of Customs and Immigration policies and procedures. The Guest Services Manager is the driving force to ensure maximum compliance with all internal requirements and external authorities as it relates to guest immigration and clearance
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