14 Premier Inn jobs in Gravesend

The Front Desk Manager owns each guest with whom they interact, follow up on experience and offering a seamless execution of premium service that is both exceptional and memorable. As a Manager in the Guest Relations Department, The Front Desk Manager is the liaison between the Front Desk Team and all Hotel and Marine Departments to support proactive anticipation to every guest’s needs and expectations. The Front Desk Manager must possess outstanding hospitality, communication, leadership and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Front Desk Manager is held fully accountable for the leadership required to foster a quality and personalized guest experience within the team. This individual will take full ownership of Front Desk Team regarding all results, financial, development, training and analytical aspects including the accountability of escalated guest interaction, the guest sentiment following the interaction and the orderliness, emergency preparedness and efficacy of the Front Desk Operations, back and front of house. Qualifications: SHIPBOARD Employment type. Must at least have more than 4 yrs of experience in a Front Desk Managerial position or a General Manager position in a boutique hotel or in a 4–5-star hotel experience. Experience in handling 100 guests in a 4–5-star hotel. Experience in handling and supervising 30 Team Members in Guest Services Department. Must be willing to work under pressure Ability to speak additional languages such as Spanish, Italian, Portuguese, French or German preferred (Conversational Proficiency). Essential Duties & Responsibilities: All duties and responsibilities are to be performed in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required. Maintains a constant presence of professionalism and emergency preparedness within the Front Desk Operations both back and front of house, being the brand voice and physical representative of the ship and Guest Relations for all interactions and calls providing impeccable, personalized quality of service to internal and external guests and crew alike Executes the Ability to Resolve Issues vision in accordance with the current Standards of Excellence, holds accountability over all team development and performance opportunity, fosters healthy financial figures and guest satisfaction results. Championing strong administrative skills, taking periodic metrics of data such as guest counts, desk volume, concern content and guest and crew interaction behavioral analysis Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools Due diligence, care and attention to detail in all interactions and operations with an elevated focus on precision during financial transactions and cash float operations Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening

The Assistant Front Desk Manager supervises a front desk team that excels in delivering industry leading service to our guests. Responsible for motivating, coaching, training, evaluating and tracking development on an individual and team level. Plays a key role in leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance with Guest Services Vision and Mission Statement. Takes ownership and accountability to proactively address guest feedback and provide effective guest resolution. 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. Ensure that the Guest Services team is empowered to achieve these goals and establish a reputation for prompt and industry leading service. The Assistant Front Desk Manager will coach and mentor the Guest Services team, emphasizing empowerment and focusing on a desire to find permanent solutions to guest feedback. Primarily focused on being visible at the desk to provide all services of the Guest Services desk including but not limited to lost luggage, cash services, safety deposit box service, lost and found, printing, issuing guest Sea Pass cards, and broadcasting ship announcements. Leads by example in displaying exceptional customer service by being readily available to always assist the Guest Services Team. Qualifications: Minimum one year front of house supervisory experience in a hotel, cruise line or hospitality industry related field preferred. · Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy. · Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards. Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenging issues. · Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment. Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible. · Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation. · Should harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs. · Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office. · Demonstrates a working knowledge to operate all office equipment. · Completion of high school, basic or vocational education equivalency preferred. · Working knowledge of US cash handling procedures and foreign exchange required. Essential Duties and Responsibilities : Assists the Front Desk Manager in overseeing and planning a balanced front desk schedule per voyage, taking into consideration proper coverage during the peak times and slow port afternoons. Ensures proper manning of the front desk during all meetings. Facilitates exceptional front desk service by effectively utilizing experienced team members and new hires in the schedule while considering appropriate language coverage. Develops new ways to enhance and enrich the Guest interaction and service, either one on one or over the telephone with Guest Services. Maximizes solutions and minimizes concerns to root causes of Guest issues. Enhances department and company reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments. Assigns duties and responsibilities to team members. Observes and evaluates team members to ensure high quality standards are met. Utilizes all performance management tools (opportunity logs, action plans, appraisals, progressive discipline) effectively to drive accountability and enhances career development opportunities.

The Assistant Front Desk Manager supervises a front desk team that excels in delivering industry leading service to our guests. Responsible for motivating, coaching, training, evaluating and tracking development on an individual and team level. Plays a key role in leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance with Guest Services Vision and Mission Statement. Takes ownership and accountability to proactively address guest feedback and provide effective guest resolution. 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. Ensure that the Guest Services team is empowered to achieve these goals and establish a reputation for prompt and industry leading service. The Assistant Front Desk Manager will coach and mentor the Guest Services team, emphasizing empowerment and focusing on a desire to find permanent solutions to guest feedback. Primarily focused on being visible at the desk to provide all services of the Guest Services desk including but not limited to lost luggage, cash services, safety deposit box service, lost and found, printing, issuing guest Sea Pass cards, and broadcasting ship announcements. Leads by example in displaying exceptional customer service by being readily available to always assist the Guest Services Team.

Qualifications:

• Minimum one year front of house supervisory experience in a hotel, cruise line or hospitality industry related field preferred. ·
• Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy. ·
• Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
• Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenging issues. ·
• Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment.
• Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible. ·
• Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation. ·
• Should harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs. ·
• Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office. ·
• Demonstrates a working knowledge to operate all office equipment. ·
• Completion of high school, basic or vocational education equivalency preferred. ·
• Working knowledge of US cash handling procedures and foreign exchange required.

Essential Duties and Responsibilities :

• Assists the Front Desk Manager in overseeing and planning a balanced front desk schedule per voyage, taking into consideration proper coverage during the peak times and slow port afternoons.
• Ensures proper manning of the front desk during all meetings. Facilitates exceptional front desk service by effectively utilizing experienced team members and new hires in the schedule while considering appropriate language coverage.
• Develops new ways to enhance and enrich the Guest interaction and service, either one on one or over the telephone with Guest Services. Maximizes solutions and minimizes concerns to root causes of Guest issues.
• Enhances department and company reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
• Assigns duties and responsibilities to team members. Observes and evaluates team members to ensure high quality standards are met. Utilizes all performance management tools (opportunity logs, action plans, appraisals, progressive discipline) effectively to drive accountability and enhances career development opportunities.

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** JW Marriott Grosvenor House London, 86-90 Park Lane, London, London, United Kingdom, W1K 7TNVIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Non-Management
**EXPLORE MARRIOTT - Front Desk Agent**
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
**JW Marriott** is part of Marriott International's luxury portfolio and consists of more than 110 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment.
**Grosvenor House** Located on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park. This grand 5-star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomes celebrities, royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep, the hotel is a stone's throw from Bond Street, Knightsbridge, Regent Street, Buckingham Palace, V&A, Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present, and indulge in the inspired service and nourishing surroundings.
We are currently recruiting for **Front Office Agent** who strive to provide and inspire incredible guest service that creates truly memorable experiences for our guests. Join our amazing and diverse team and grow your career with Marriott International, the world's largest and most celebrated hospitality brand.
**What we're looking for**
-A warm, people-oriented demeanour
-A team-first attitude
-Positive outlook and outgoing personality
-Flexibility, problem-solving skills and multi-tasking ability
-The ability to stand, sit or walk for extended periods of time across a work shift
**Position summary**
First impressions are everything. And you'll set the tone for every guest's stay. With a genuinely warm welcome, you'll be ready with answers to any questions and happy to offer information about hotel services, facilities and the local area. Anything to help make their visit that bit more special. And, creating the smoothest check-out experience, you'll make sure they leave us happy too.
**What you'll do**
-Process guest check-ins, assigning rooms and activating room keys
-Co-ordinate with Housekeeping to track readiness of rooms for check-in and report any guest concerns
-Answer, respond to and process all guest calls, messages, questions or concerns
-Give guests information and directions regarding property and local areas of interest
-Process check-outs and resolving any disputed charges
-Process payments and room charges, as well as cashing guests' personal and traveller's cheques
-Confirm reservations and cancellations, running daily reports on the number of arrivals and departures
**CANDIDATE PROFILE**
**Experience**
+ Previous experience working within a Front Office environment or similar preferred
**Skills and Knowledge**
+ Strong Communication skills (verbal, listening, writing)
+ Innovative
+ Pro-active and reliable
+ Able to work alone and within a team
**Education or Certification**
+ Good level of English essential
**REWARDS FOR WORK. BENEFITS FOR YOUR LIFESTYLE**
As a world-class leader in the travel industry, there's no better place than Marriott International to make your mark. Joining us, you'll get to entertain and meet people from all over the world as you build your experience. You'll find a place where your personality and ideas are appreciated just as much as the work you do. You'll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.
We'll support you in and out of the workplace by offering:
+ Team-spirited co-workers
+ Encouraging management
+ Wellbeing programs
+ Comprehensive Training and Development program
+ Marriott Discount Card enabling to benefits from hotel room, gift shops and F&B across 130 countries.
+ Recognition programs
+ Meals at work
+ Uniform
+ Enrolment of Perks at Work - Access to unlimited deals of retailers and more
+ 20 days holiday increasing with service
+ Cycle to work scheme
+ Pension & Life Assurance
+ Awards and recognition celebrations and many more.
Our highest priority is making you feel as welcome as our guests. We want you to know you're important to us and that you'll make an impact in your role, and for that, you'll be appreciated and valued.
_Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

Social network you want to login/join with:nAs 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.nWhat We OffernWe 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.nAll Marriott Employee Benefits.nApprenticeship programmes available.nLearning and Development Opportunities are available through our Leadership Development ProgrammesnHeavily discounted hotel stays and food & beverage discounts.nUniform provided.n24/7 Employee Assistance Programme for you and your family.nGiving you access to counselling services, physical wellbeing & financial aid.n28 holiday days (pro rata for part-time).nAutomatic Enrolment into a workplace pension scheme.

#J-18808-Ljbffrn

Overview

The rolenOur

Guest Service Managers

are at the forefront of creating unforgettable stays for our guests. The role reports directly to the Hotel Manager and is part of a team based from our attractive hotel in Ipswich (IP2 0UA).nResponsibilities

orchestrating the

seamless operation

of our guest servicesncollaborating with various departments to

elevate our service levelsnconstantly

innovating to exceed

guest expectationsnhandling guest requests with precision and promptnessnproactively seeking new ways to

enhance the guest journeynsetting the standard for service excellencenBeyond that, you'll inspire and empower our

Guest Service team

to represent our company values and culture, ensuring that service excellence remains our top priority. Through your guidance, you'll foster a sales culture within our department, maximizing room and M&E sales while ensuring that our guests receive the best of what we have to offer.nOther titles

Other businesses may call this role Front Office or Food and Beverage Manager, Head of Department, Hotel Duty Manager, Guest Experience Manager, Hotel Services ManagernDetails & How to Learn More

Full details of the role will be discussed with the shortlisted candidates. If you’d like to find out more about the role before applying, why not reach out to our resourcing team at



Our rewards package includes:nAnnual Conference Event and AwardsnRobust career development opportunities and support for personal growthnAttractive discounts across many major retailers, restaurants, and eventsnComplementary Employee, Family and Friends discounts in hotels across the Kew Green Hotels portfolio and at partner hotels worldwide!n50% off food and beverage while you stay in our hotelsn24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advicenFREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms)nWhat you’ll bring to the team

To be a great fit for this role, you should possess strong leadership skills, a service-oriented attitude that exceeds expectations and a passion for enhancing the guest experience. If you are someone who thrives on creating a positive impact and is dedicated to fostering a culture of service excellence, we encourage you to apply.nAt Kew Green Hotels, we encourage applications from individuals of all backgrounds and abilities. We aim to create an inclusive workplace for everyone. Should you require any reasonable adjustments throughout the recruitment process, please make sure to complete the relevant application questions, or contact if you have any questions. We are committed to supporting any adjustments you may need.nNext steps

A member of the hotel team will be in touch to book a 15-minute chat so we can get to know you better. We will explain the role in detail, and you can highlight your skills to us. If successful at this stage, you will meet Business Excellence Manager.nWho are Kew Green Hotels?

Kew Green Hotels is a rapidly expanding global company, with a diverse portfolio across leading hotel chains, including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values. Please view our website for more details.nJoin our Kew-Team today!

#J-18808-Ljbffrn

Overview

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.nExperience

Experience:

RequirednEmployment

Employment:

Full-timenSalary

Salary:

from £31,900 yearlynStarting time

Starting time:

Immediate start!nAbout Four Points Flex by Sheraton London Euston

The Four Points Flex by Sheraton was the first of its kind in the UK, located in the heart of Euston, the property opened its doors in July 2024, it is the newest addition to the Splendid Hospitality

#J-18808-Ljbffrn

Join to apply for the

Guest Services Manager

role at

Staycity GroupnWelcome to

Wilde , a thriving, exciting and rapidly expanding aparthotel operator, making waves across the heart of Europe! With an impressive track record of multiple new aparthotels opening each year, we’re on an unstoppable journey with exceptional properties across iconic European cities like London, Berlin, Edinburgh, Lisbon and Vienna.nWe are on the search for our next

Guest Services Manager

to work with our Guest Services Hosts and the wider team across our public areas, lobby, reception and F&B spaces. Embrace the high-paced, evolving environment with enthusiasm and curiosity. At

Wilde , we’re not just an aparthotel group: we are a diverse and inclusive team that encourages you to bring your unique self to work and make a real impact. Our Irish heritage mixes with local cultures to form new experiences that are unique to each city, and each Wilde.nBenefits:nFlexible working patternsnBonus scheme that rewards high performers; based on our core values and tied to individual property goalsnDiscounted rates for overnight stays for you, and your family and friendsnRefer and earn scheme - earn up to £/€550nEducation Support to help you foster new skillsnVolunteer days: 2 paid volunteer days per yearnEAP: Support for you and your family when you need it with our Employee Assistance Program (EAP)nWe would love you to have:n2+ years experience in a similar role, ideally within the lifestyle hotel or hospitality sectornKnowledge of Front Office operationsnSome previous F&B/Barista experience is preferred but training can be providednWhat you can do for us:nEndless Opportunities in One Space: welcoming guests or crafting the perfect cocktail in our dynamic lobby, bar, and host stand, maintaining a fun, fresh, and fast-paced environment while communicating with multiple departments and delivering excellent service.nBe the Ultimate Brand Ambassador: take ownership of your role with enthusiasm, energy, and a touch of flair—become the face of Wilde and represent us with pride.nMake a Lasting Impact: master communication and teamwork to create memorable experiences for every guest.nStay Driven, Stay Motivated: strive for excellence daily—set ambitious goals and exceed them; we push boundaries and celebrate our collective success.nExemplify Excellence at All Times: greet guests warmly from arrival, ensuring they feel welcome and at home.nUnderstand Your Guests: learn preferences and needs to provide personalised, thoughtful service.nSet the Mood: create the right atmosphere through details like lighting and cleanliness.nMaster Every Shift: ensure seamless operations during opening, swing, or closing shifts, including health & safety and complaints management.nPush the Boundaries of Excellence: continuously seek opportunities to improve.nLead with Kindness and Respect: foster a culture of respect and inclusivity.nEngage with the Community: participate in local charity events and initiatives.nStart your Wilde journey today!

Take the leap and click "apply" nownSeniority level

Entry levelnEmployment type

Full-timenJob function

OthernIndustries: HospitalitynReferrals increase your chances of interviewing at Staycity Group. Get notified about new Guest Services Manager jobs in

London, England, United Kingdom .

#J-18808-Ljbffrn

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