13 Hotels jobs in Hampton Court

Our client is seeking a dynamic and experienced Hotel Operations Manager to oversee the daily operations of their premier hotel in the heart of London, England, UK . This pivotal role requires a leader with a passion for hospitality and a proven ability to manage diverse departments, ensuring the highest standards of guest service and operational efficiency. You will be responsible for managing front desk operations, housekeeping, food and beverage services, and maintaining the overall ambiance and functionality of the hotel. The ideal candidate will possess exceptional leadership skills, a strong understanding of the hospitality industry, and a keen eye for detail. Your duties will include staff training and development, budget management, ensuring compliance with health and safety regulations, and resolving guest issues promptly and professionally. You will work closely with department heads to achieve operational excellence and contribute to the hotel's profitability and guest satisfaction. This role is based in our client's prestigious London property and requires your presence on-site to effectively manage the team and operations. If you are a dedicated hospitality professional with a drive for success and a commitment to creating memorable guest experiences, we want to hear from you.

Key Responsibilities:

• Oversee all hotel operational departments, including Front Office, Housekeeping, F&B, and Maintenance.
• Ensure exceptional guest service standards are met and exceeded.
• Manage departmental budgets, controlling costs and maximizing revenue.
• Recruit, train, and motivate hotel staff to foster a high-performance culture.
• Implement and monitor operational policies and procedures.
• Ensure compliance with all health, safety, and licensing regulations.
• Handle guest complaints and resolve issues effectively and courteously.
• Conduct regular inspections of the hotel to maintain high standards of cleanliness and presentation.
• Collaborate with the General Manager on strategic planning and business development.
• Manage vendor relationships and procurement of supplies.

Qualifications:

• Proven experience in hotel management, preferably in a similar role or as an Assistant Operations Manager.
• Strong understanding of hotel operations and guest services.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability in budget management and financial reporting.
• Proficiency in hotel management software (PMS).
• Knowledge of health, safety, and hospitality regulations.
• Ability to remain calm and effective under pressure.
• A passion for hospitality and a commitment to customer satisfaction.
• Bachelor's degree in Hospitality Management or a related field is preferred.

Our client, a renowned luxury hotel group, is seeking an experienced and dynamic Hotel Operations Manager to oversee the day-to-day running of one of their flagship properties. This is an on-site position, crucial for delivering exceptional guest experiences and ensuring the smooth operation of all hotel departments. The ideal candidate will have a passion for hospitality, a strong understanding of hotel management principles, and excellent leadership skills. You will be instrumental in maintaining high standards of service, managing staff, and optimizing operational efficiency.

Responsibilities:

• Overseeing daily operations across all hotel departments including Front Office, Housekeeping, Food & Beverage, and Banqueting.
• Ensuring the highest standards of guest service and satisfaction are met.
• Managing and motivating a diverse team of hotel staff, fostering a positive and productive work environment.
• Developing and implementing operational policies and procedures to enhance efficiency and service quality.
• Monitoring departmental budgets, controlling costs, and maximizing revenue opportunities.
• Conducting regular staff training and performance appraisals.
• Ensuring compliance with health, safety, and licensing regulations.
• Managing inventory, procurement, and vendor relationships.
• Handling guest feedback and resolving complaints promptly and professionally.
• Collaborating with the General Manager to develop and execute strategic business plans.
• Maintaining the property's physical appearance and operational readiness.
• Driving initiatives to improve operational performance and guest loyalty.

The successful candidate will have a Bachelor's degree in Hospitality Management, Business Administration, or a related field, or equivalent experience. Proven experience in a senior management role within the hotel industry, with a strong understanding of luxury service standards, is essential. Excellent leadership, communication, and problem-solving skills are paramount. The ability to work effectively under pressure and manage multiple priorities is crucial. A passion for guest service and a commitment to exceeding expectations are vital. You will be expected to be present on-site inLondon, England, UK to lead your teams and interact directly with guests and staff. If you are a motivated hospitality professional seeking a challenging and rewarding management role in the heart of a world-class city, we encourage you to apply.

Our client is seeking an experienced and dynamic Senior Hotel Operations Manager to oversee and streamline all aspects of our esteemed hospitality operations. This is a critical leadership role within our remote-first organization, requiring exceptional organisational skills and a proactive approach to managing a diverse portfolio of properties. You will be instrumental in developing and implementing operational strategies that enhance guest satisfaction, drive revenue growth, and ensure the efficient functioning of all hotel departments, including front desk, housekeeping, food and beverage, and maintenance. Your responsibilities will include setting high standards for service excellence, managing budgets effectively, and fostering a positive and productive work environment for our distributed teams. You will also be tasked with identifying areas for improvement, implementing best practices, and ensuring compliance with all health, safety, and legal regulations. A key part of this role involves leveraging technology and remote collaboration tools to maintain seamless communication and operational oversight across all locations. You will develop key performance indicators (KPIs) to monitor the success of operations and report regularly to senior management on performance and strategic initiatives. This role demands a strong understanding of the hospitality industry, a proven ability to lead and motivate teams remotely, and a commitment to delivering unparalleled guest experiences. You will be expected to analyse market trends, competitor activities, and customer feedback to continually refine our service offerings and operational procedures. The ideal candidate will possess strong leadership qualities, excellent problem-solving abilities, and a passion for the hospitality sector. A bachelor's degree in Hospitality Management or a related field is preferred, along with a minimum of 7 years of progressive experience in hotel management, with at least 3 years in a senior leadership capacity. Proficiency in hotel management software and a thorough understanding of revenue management principles are essential. If you are a strategic thinker with a dedication to operational excellence and thrive in a remote work environment, we encourage you to apply.

Our client is seeking an experienced and charismatic Senior Hotel Operations Manager to lead the operational excellence of a prestigious luxury boutique hotel in the heart of **London**. This is a key on-site role, critical for maintaining the impeccable standards expected by discerning guests. You will be responsible for overseeing all aspects of hotel operations, including front office, housekeeping, food and beverage, and guest services. Your primary focus will be on delivering unparalleled guest experiences, managing departmental budgets, optimising staff performance, and ensuring the financial success of the hotel. The ideal candidate will possess a proven track record in luxury hotel management, with a strong understanding of hospitality operations, service standards, and revenue management. Exceptional leadership, communication, and interpersonal skills are essential, as you will be mentoring and motivating a diverse team. You should be adept at problem-solving, able to handle guest feedback effectively, and maintain a high level of visibility and interaction with both staff and guests. A passion for hospitality, a keen eye for detail, and a commitment to continuous improvement are vital. This is a demanding yet incredibly rewarding opportunity to manage a flagship property within a renowned hotel group, contributing significantly to its reputation and success. You will have the chance to shape the guest journey and foster a culture of excellence throughout the entire hotel operation. If you are a dedicated hospitality professional with a drive for creating memorable experiences, this role offers a fantastic career progression path within the vibrant London hotel scene.

**Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 7,600 properties with more than 1.1 million rooms in 126 countries and territories. In the 100 years since our founding, we have defined the hospitality industry and established a portfolio of 24 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. Hilton was recently crowned Worldu2019s Best Workplace by Great Places to Work and Fortune Magazine and we have more than 170 million members in our awardu2013winning customer loyalty program, Hilton Honors.**

**Position Statement:**

In-house Counsel position within the Legal Department providing legal support to business partners, regional offices, and hotels across Europe, the Middle East and Africa. You will provide legal expertise across a wide range of commercial contracts to support corporate initiatives and hotels operated by Hilton, including agreements for procurement, food and beverage, sales, and engineering operations. You will serve as legal adviser to various corporate functions, including Corporate Communications, Corporate Supply Management, Sales, Finance, Human Resources, and Risk Management. Additionally, you will serve as the legal lead for the range of contractual matters required to support hotels prepare for openings.

You will form part of the Operations Legal team reporting to the Vice President & Senior Counsel, International Franchising, and Operations and Development EMEA. (Please note that this is not a Legal Operations role in the sense of overseeing the budget of the legal team or legal department initiatives. Rather, this role refers to providing legal support to hotels preparing for opening and hotels currently operated by Hilton across its portfolio of brands, as well as to corporate functions within Hilton.)

Your responsibilities will also include:

Providing appropriate and timely advice, consistent with company policies and procedures.

Drafting and negotiating a wide suite of commercial contracts, including agreements for hotels and for corporate departments such as Supply Management, Sales, Finance and Engineering Operations.

Supporting HR with corporate and hotel-level employee related matters, policies and guidance, including compensation and benefits initiatives.

For hotels preparing for opening, assessing whether any applicable conditions in the hotelu2019s management or franchise agreement have been satisfied, preparing localised powers of attorney for hotel bank accounts, partnering with HR on local employment law issues relevant for the employment of team members, supporting the business understand any regulatory and governmental approvals that may apply, and generally providing legal support for the range of contracts entered into by the hotel during its pre-opening phase.

Assisting with hotel-level leases, licences, and concession agreements.

Supporting the Risk and Safety & Security team with various legal matters including crisis management.

Supporting the F&B team with NDAu2019s, franchise, license, third party and outsourcing agreements for chefs, restaurants, and consultancy services.

Providing advice to managed hotels and business partners on contentious and non-contentious matters, collecting information and preparing documentation in relation to actual and anticipated disputes and assisting in the preparation for litigation, mediation and arbitration.

Assisting various business functions including Government Affairs, Corporate Communications, Finance, Human Resources, Brands, and Development.

Developing and maintaining constructive and cooperative working relationships within the Legal Department, internal business partners, and external legal counsel.

Providing support and strategic guidance to the business when contractual disputes arise, working to protect the company and find appropriate commercial solutions when available.

Helping to ensure the Legal Departmentu2019s EMEA operations are conducted within established budgetary parameters and requirements including engaging and managing outside counsel in accordance with engagement policies and budgets.

Assisting legal colleagues globally in the coordination, deployment and implementation of global initiatives and priorities.

Formulating and delivering training programs for business partners, and identifying, planning and implementing additional self-service programs for business partners to help themselves on recurring matters wherever possible.

Working with Hilton Legalu2019s standard systems and procedures and assisting in their continuous improvement and updating.

Undertaking knowhow development and management for the Operations group.

Leveraging effective partnerships with outside counsel resources, internal clients, and other corporate departments.

How you will collaborate with others:

You will work closely within the Operations team in Legal, including with global colleagues. You will also collaborate and work with colleagues in the legal development, employment, compliance, privacy, commercial services, anti-competition, dispute resolution and intellectual property teams.

You will also work with business partners leading or supporting hotel operations, and across other business functions critical to Hiltonu2019s wider business.

Direct Reports: N/a.

**What are we looking for?**

As a problem solver, you will seek to find solutions to drive the business goals, while advising on risk.

A creative thinker, you will find solutions to problems, connect business partners with legal experts and constantly think of ways to be more efficient and collaborative.

Exceptional critical thinking and both quantitative and qualitative analytical skills, with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions to problems.

Ability to understand complex legal concepts and relay them in persuasive, simple terms to business partners to enable informed decision-making.

Ability to combine pieces of information to form general rules or conclusions, even among seemingly unrelated events.

Absolute discretion and confidentiality regarding sensitive information.

Developed and demonstrable legal drafting skills and legal analysis.

**Attributes/skills**

The success in this role will demonstrate itself through the following attributes and skills:

Comfortable working with legal professionals (both in-house and in private practice).

Ability to exercise independent judgment, decision making skills and discretion (with supporting guidance from the legal team) to consider the relative costs and benefits of potential actions and to provide recommendations for optimal solutions.

Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritise responsibilities.

Effective communication and comprehension skills, with the ability to clearly and concisely express ideas both verbally and in writing.

Ability to establish and maintain productive working relationships with key internal and external partners.

Experience negotiating contracts.

Keen attention to detail.

Ability to cut through ambiguity and obtain/review/implement local law advice from a variety of jurisdictions with different legal systems.

Understanding of corporate structures and different forms of legal persons, as well as financial statement and structures.

Experience of working in a large organisation with the ability to co-ordinate with different offices and functions.

A hands-on, pragmatic work style u2013 a u201cdoeru201d.

Act on your own initiative and know when it is appropriate to seek support or guidance.

Excellent organisational skills, the ability to manage a large number and variety of mission-critical projects, working both independently and collaboratively and often against tight deadlines with the ability to prioritise and follow up where required.

Strong project management skills, including the ability to manage details through to completion and ensure project deadlines are met.

Resilient, assertive, patient, robust and independent.

A self-starter with confidence and high degree of professionalism.

Self-motivated and success orientated.

Able to work alone and as part of a small professional team.

Efficient and well organised.

Sound and practical business judgement and strong commercial awareness.

Strict compliance with applicable laws, company policies and the highest standards of professional responsibility, ethics and integrity.

Ability to demonstrate and exemplify hospitable service skills appropriate to the hospitality industry.

Ability and desire to take responsibility and act in a fast paced environment.

**Required Qualifications**

Significant PQE

LLB/BA/BS/Bachelor's Degree u2013 a law degree from a u2018common lawu2019 jurisdiction (or equivalent professional training)

Completion of the Legal Practice Course or Bar Vocational Course (or equivalent professional training)

Experience in a law firm and/or in-house legal department as a counsel (or equivalent position)

Commercial law and marketing law experience, including drafting and negotiating commercial contracts and understanding of corporate structures

Strong IT skills and numerically literate

Proficient in carrying out legal research

Ability to travel when required to do so u2013 10%

**Preferred Qualifications/Experience**

The preferred candidate would have experience in a law firm and/or in-house legal department

Understanding of hotel sector and hotel operations in particular

**What will it be like to work for Hilton?**

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For more than a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision u201cto fill the earth with the light and warmth of hospitalityu201d unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

#li-sh1

**Job:** _Legal_

**Title:** _Director & Counsel, Hotel Openings & Operations EMEA_

**Location:** _null_

**Requisition ID:** _EUR015K6_

**EOE/AA/Disabled/Veterans**

**Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 7,600 properties with more than 1.1 million rooms in 126 countries and territories. In the 100 years since our founding, we have defined the hospitality industry and established a portfolio of 24 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. Hilton was recently crowned Worldu2019s Best Workplace by Great Places to Work and Fortune Magazine and we have more than 170 million members in our awardu2013winning customer loyalty program, Hilton Honors.**

**Position Statement:**

In-house Counsel position within the Legal Department providing legal support to business partners, regional offices, and hotels across Europe, the Middle East and Africa. You will provide legal expertise across a wide range of commercial contracts to support corporate initiatives and hotels operated by Hilton, including agreements for procurement, food and beverage, sales, and engineering operations. You will serve as legal adviser to various corporate functions, including Corporate Communications, Corporate Supply Management, Sales, Finance, Human Resources, and Risk Management. Additionally, you will serve as the legal lead for the range of contractual matters required to support hotels prepare for openings.

You will form part of the Operations Legal team reporting to the Vice President & Senior Counsel, International Franchising, and Operations and Development EMEA. (Please note that this is not a Legal Operations role in the sense of overseeing the budget of the legal team or legal department initiatives. Rather, this role refers to providing legal support to hotels preparing for opening and hotels currently operated by Hilton across its portfolio of brands, as well as to corporate functions within Hilton.)

Your responsibilities will also include:

Providing appropriate and timely advice, consistent with company policies and procedures.

Drafting and negotiating a wide suite of commercial contracts, including agreements for hotels and for corporate departments such as Supply Management, Sales, Finance and Engineering Operations.

Supporting HR with corporate and hotel-level employee related matters, policies and guidance, including compensation and benefits initiatives.

For hotels preparing for opening, assessing whether any applicable conditions in the hotelu2019s management or franchise agreement have been satisfied, preparing localised powers of attorney for hotel bank accounts, partnering with HR on local employment law issues relevant for the employment of team members, supporting the business understand any regulatory and governmental approvals that may apply, and generally providing legal support for the range of contracts entered into by the hotel during its pre-opening phase.

Assisting with hotel-level leases, licences, and concession agreements.

Supporting the Risk and Safety & Security team with various legal matters including crisis management.

Supporting the F&B team with NDAu2019s, franchise, license, third party and outsourcing agreements for chefs, restaurants, and consultancy services.

Providing advice to managed hotels and business partners on contentious and non-contentious matters, collecting information and preparing documentation in relation to actual and anticipated disputes and assisting in the preparation for litigation, mediation and arbitration.

Assisting various business functions including Government Affairs, Corporate Communications, Finance, Human Resources, Brands, and Development.

Developing and maintaining constructive and cooperative working relationships within the Legal Department, internal business partners, and external legal counsel.

Providing support and strategic guidance to the business when contractual disputes arise, working to protect the company and find appropriate commercial solutions when available.

Helping to ensure the Legal Departmentu2019s EMEA operations are conducted within established budgetary parameters and requirements including engaging and managing outside counsel in accordance with engagement policies and budgets.

Assisting legal colleagues globally in the coordination, deployment and implementation of global initiatives and priorities.

Formulating and delivering training programs for business partners, and identifying, planning and implementing additional self-service programs for business partners to help themselves on recurring matters wherever possible.

Working with Hilton Legalu2019s standard systems and procedures and assisting in their continuous improvement and updating.

Undertaking knowhow development and management for the Operations group.

Leveraging effective partnerships with outside counsel resources, internal clients, and other corporate departments.

How you will collaborate with others:

You will work closely within the Operations team in Legal, including with global colleagues. You will also collaborate and work with colleagues in the legal development, employment, compliance, privacy, commercial services, anti-competition, dispute resolution and intellectual property teams.

You will also work with business partners leading or supporting hotel operations, and across other business functions critical to Hiltonu2019s wider business.

Direct Reports: N/a.

**What are we looking for?**

As a problem solver, you will seek to find solutions to drive the business goals, while advising on risk.

A creative thinker, you will find solutions to problems, connect business partners with legal experts and constantly think of ways to be more efficient and collaborative.

Exceptional critical thinking and both quantitative and qualitative analytical skills, with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions to problems.

Ability to understand complex legal concepts and relay them in persuasive, simple terms to business partners to enable informed decision-making.

Ability to combine pieces of information to form general rules or conclusions, even among seemingly unrelated events.

Absolute discretion and confidentiality regarding sensitive information.

Developed and demonstrable legal drafting skills and legal analysis.

**Attributes/skills**

The success in this role will demonstrate itself through the following attributes and skills:

Comfortable working with legal professionals (both in-house and in private practice).

Ability to exercise independent judgment, decision making skills and discretion (with supporting guidance from the legal team) to consider the relative costs and benefits of potential actions and to provide recommendations for optimal solutions.

Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritise responsibilities.

Effective communication and comprehension skills, with the ability to clearly and concisely express ideas both verbally and in writing.

Ability to establish and maintain productive working relationships with key internal and external partners.

Experience negotiating contracts.

Keen attention to detail.

Ability to cut through ambiguity and obtain/review/implement local law advice from a variety of jurisdictions with different legal systems.

Understanding of corporate structures and different forms of legal persons, as well as financial statement and structures.

Experience of working in a large organisation with the ability to co-ordinate with different offices and functions.

A hands-on, pragmatic work style u2013 a u201cdoeru201d.

Act on your own initiative and know when it is appropriate to seek support or guidance.

Excellent organisational skills, the ability to manage a large number and variety of mission-critical projects, working both independently and collaboratively and often against tight deadlines with the ability to prioritise and follow up where required.

Strong project management skills, including the ability to manage details through to completion and ensure project deadlines are met.

Resilient, assertive, patient, robust and independent.

A self-starter with confidence and high degree of professionalism.

Self-motivated and success orientated.

Able to work alone and as part of a small professional team.

Efficient and well organised.

Sound and practical business judgement and strong commercial awareness.

Strict compliance with applicable laws, company policies and the highest standards of professional responsibility, ethics and integrity.

Ability to demonstrate and exemplify hospitable service skills appropriate to the hospitality industry.

Ability and desire to take responsibility and act in a fast paced environment.

**Required Qualifications**

Significant PQE

LLB/BA/BS/Bachelor's Degree u2013 a law degree from a u2018common lawu2019 jurisdiction (or equivalent professional training)

Completion of the Legal Practice Course or Bar Vocational Course (or equivalent professional training)

Experience in a law firm and/or in-house legal department as a counsel (or equivalent position)

Commercial law and marketing law experience, including drafting and negotiating commercial contracts and understanding of corporate structures

Strong IT skills and numerically literate

Proficient in carrying out legal research

Ability to travel when required to do so u2013 10%

**Preferred Qualifications/Experience**

The preferred candidate would have experience in a law firm and/or in-house legal department

Understanding of hotel sector and hotel operations in particular

**What will it be like to work for Hilton?**

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For more than a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision u201cto fill the earth with the light and warmth of hospitalityu201d unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

#li-sh1

**Job:** _Legal_

**Title:** _Director & Counsel, Hotel Openings & Operations EMEA_

**Location:** _null_

**Requisition ID:** _EUR015K6_

**EOE/AA/Disabled/Veterans**

**Description:**
**About Park Hyatt London River Thames**
Park Hyatt London River Thames offers 203 luxurious rooms, including a presidential suite and two signature mega-suites, with stunning views of the River Thames and central London. Nestled in a convenient location in the heart of the city, the hotel features exquisite dining options across two restaurants and two bar outlets, state-of-the-art event spaces, and a serene spa and wellness floor. Alongside our hotel offering, we are also in the process of launching a unique residential experience, creating a dynamic and evolving luxury environment for longer staying guests.
**Duties and responsibilities related to the Guest Services Agent role**
+ Answer incoming calls promptly and courteously.
+ Direct calls to theappropriate department or individual.
+ Manage switchboard console and other telecommunication devices effectively.
+ Keepaccurate records of all calls, including details of the caller, recipient, and the nature of the call.
+ Liaise with internal departments and external organizations as needed tofacilitate smooth communication flow.
**About you**
Previous experience in a similar role is preferred. Excellent customer service skills, attentiveness, and proficiency in operating switchboard equipment and related technology.
**Benefits of the Guest Services Agent role include **
+ 12 complimentary nights a year across Hyatt Hotels worldwide 
+ Discounted hotel stays across Hyatt not just for you but also your family and friends from the day you start! 
+ Uniform provided and laundered complimentary 
+ Headspace membership and access to our Employee Assistance Programme 
+ 50% discount on food and beverages when you dine as a guest at selected Hyatt Hotels 
+ Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide 
At Hyatt **'We care for people so they can be their best'.** This is demonstrated in our values of Empathy, Integrity, Respect, Inclusion, Experimentation and Wellbeing. Joining us means you will be part of the ever-growing Hyatt family which has 1150 hotels in over 70 countries and is recognised as a Great Place to Work Company! 
Being part of Hyatt means always having space to be you. We are passionate about diversity, equity and inclusion. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities and identities. 
Join a team that is making travel more human. Connected. Sustainable. Here, everyone's role matters. Opportunities are yours to shape. Your individuality is celebrated. At the heart of Hyatt is our shared belief that hospitality is more than just a job - it's a career for people who care. 
**Next** **Steps** **:** Apply today for this **Guest Services Agent** role and start your journey with Hyatt Hotels! 
**Primary Location:** GB-ENG-London
**Organization:** Park Hyatt London River Thames
**Job Level:** Full-time
**Job:** Front Office
**Req ID:** LON006973
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

**Additional Information**
**Job Number** 25118653
**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 ( 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 hotel's 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 - 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:
- Lead the Guest Service team, managing daily operations to ensure seamless and efficient service delivery.
- Coordinate with Reservations to identify guest requirements of opportunities to personalise their experience.
- Serve as the main point of contact for guest ensuring all hotel departments are briefed on individual guest needs and preferences.
- Seek verbal feedback from guests on a regular basis and respond to all guests' queries in a timely and efficient manner.
- Respond promptly to guest inquiries, requests, and complaints, coordinating with other departments to resolve issues efficiently.
- Manage the reception and assist with the daily duties where required.
- Monitor and respond to Guest satisfaction surveys in a timely manner, escalating any action points highlighted in the feedback received to the relevant departments.
- Actively lead and participate in Marriott Bonvoy membership enrolment initiatives, promoting program benefits to guests.
- Champion the PMS Opera system.
F&B/Kitchen Operations:
- Oversee the daily breakfast operations, ensuring a seamless guest experience that reflects the Marriot standards.
- Monitor buffet presentation, ensuring all food items are topped up and replenished promptly.
- Ensure all food items are prepared and presented in accordance with brand standards and specifications.
- Ensure adherence to all food safety, health, and hygiene regulations, conducting regular checks to maintain compliance.
- Maintain accurate documentation related to health & safety protocols.
- Train and monitor staff on food handling and hygiene practices to ensure a safe and clean environment.
- Assists in the ordering of Food and Beverage (F&B) supplies, cleaning supplies and uniforms.
Team management:
- Manage recruitment needs of the departments, utilising the relevant system
- 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
- Conduct reviews, probationary/ annual reviews and hold regular meetings with the team to ensure that they are working towards their KPI's
- Hold departmental meetings to ensure that the team are aware of latest information from the Company as well as the property
- Develop, coach, and train team members, creating a personalised action plan to promote growth and foster a supportive and positive work environment
- Set performance standards in line with brand expectations, monitor performance, and provide constructive feedback
- Actively support employee engagement initiatives, building a cohesive and motivated team
- Prepare staff schedules (Rota) to ensure all shifts are covered while balancing operational needs with appropriate training opportunities
- Managing employee relations issues that may occur within the department with the support of the Regional People team
- Undertaking Duty Management shifts and supporting the Senior Hotel Management team
- Assuming supplementary responsibilities as needed to support the delivery of a consistent exceptional guest experience
Person Specifications:
- Minimum of 2 years experience working in a similar role in Front Office/ Guest Services, and F&B operations within a hospitality setting.
- Proficient in delivering exceptional service and managing guest expectations to enhance guest satisfaction
- Ability to manage and resolve guest complaints in a professional, calm, and confident manner
- Experience with staff scheduling (Rota preparation), performance monitoring, and managing operational resources effectively
- Proven ability to lead, motivate, and manage a diverse team across multiple departments (Guest Services, F&B, Kitchen)
- Ability to identify issues and their root causes quickly and implement effective solutions in high-pressure situations
- Prioritizing tasks and managing multiple responsibilities effectively to ensure smooth daily operations
- Ability to communicate in an effective and clear manner
- 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.
- All Marriott Employee Benefits
- Apprenticeship programmes available
- Learning and Development Opportunities are available through our Leadership Development Programmes
- Heavily discounted hotel stays and food & beverage discounts
- Uniform provided
- 24/7 Employee Assistance Programme for you and your family
- Giving you access to counselling services, physical wellbeing & financial aid
- 28 holiday days (pro rata for part-time)
- Automatic Enrolment into a workplace pension scheme
_This company is an equal opportunity employer._
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