Guest Service Manager

  • Job Reference: HEA1603
  • Date Posted: 13 May 2022
  • Recruiter: Heeton Hospitality UK
  • Location: Express by Holiday Inn - City Centre Manchester, Manchester
  • Salary: On Application
  • Bonus/Benefits: Competitive Salary
  • Sector: Hotels
  • Job Type: Permanent

Job Description

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager you'll deliver this through managing all aspects of the front office; you'll also create the warm atmosphere that makes our guests feel at home in any location.

This position is part of the property Management team and is directly accountable to the Hotel General Manager.  You are responsible for the day to day operations.

Your day-to-day

People

  • Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
  • Educate and train team members in compliance with UK laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
  • Ensure your team are properly trained on systems, security, service and quality standards

Financial

  • Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
  • Oversee night audit function and preparation of daily financial reports
  • Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Guest Experience

  • Ensure your Reception team delivers great service, professional attention and personal recognition
  • Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
  • Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies

Responsible Business

  • Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
  • Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations
  • Perform other duties as assigned. May also serve as Manager on Duty

What we need from you

  • Previous experience in a hotel reception or reception management position
  • Outstanding communication and interpersonal abilities
  • Excellent organizational skills
  • Must speak fluent English

Why you should apply

  • Annual bonus for all Team Members
  • Fantastic career potential with one of the UK's fastest growing hotel operators
  • Employees staff rates across our properties
  • Complimentary overnight stays in our properties 
  • Retention bonus on completion of 3 and 6 month service
  • Service based annual leave (increase up to a maximum of 5 extra days)

A convenient central Manchester hotel with excellent transport links is a short walk from Manchester city centre. The M60 and M62 motorways are both close by, and Manchester Airport is only 10 miles away. Nearby Manchester Piccadilly station has direct trains to London.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process