GUEST SERVICES MANAGER
£27,500 per annum + monthly service charge payment
The Place
Alexander House Hotel & Utopia Spa, part of Alexander Hotels, is a private group of distinguished hotels just outside London.
Our facilities include a 5 Red Star, award-winning Utopia Spa, 58 bedrooms including the new luxury Cedar Lodge development, and a 2-bedroom self-contained Gatehouse.
We boast 2 award-winning restaurants: Reflections Restaurant (2 Rosette, 60 covers) and AG’s Restaurant (3 Rosette, 35 covers), along with conference, banqueting, and private dining rooms catering for 8 to 95 guests.
Visit our website for a full list of facilities.
The Role
We are seeking a smart, friendly, well-organized, guest service-focused individual to join our Guest Services team. You must have a five-star smile and a warm, approachable personality. You will be key to delivering an exceptional guest experience, completing Duty Management shifts with a focus on guest care and interaction to ensure total guest satisfaction from arrival to departure. Your actions will directly influence guest satisfaction and their overall experience.
* Work 5 days, 40 hours per week, with flexible shifts covering daytime and evening, including weekends (7am – 3.30pm and 2.30pm to 11pm)
* Lead Duty Management shifts as per checklists
* Ensure all departments are correctly staffed to provide excellent service
* Maintain the presentation standards of staff and areas to a 5-star level
* Hold daily briefings with departmental heads to discuss the day's operations and challenges
* Assist departments during peak periods to maintain service quality
* Greet guests, recognizing VIPs, returning guests, and those celebrating special occasions
* Coordinate with all departments for smooth daily operations
* Manage the Guest Services phone, supporting operational staff and resolving challenges
* Handle guest complaints to ensure satisfaction before departure
* Oversee health and safety, fire safety, and procedures during your shift
* Provide a thorough handover to the next Duty Manager for continuity
* Act as Host Manager during busy arrival/departure times, welcoming guests and coordinating reception and concierge services
Requirements
* Excellent personal appearance
* Confident communicator in person, on the phone, and in writing
* Warm, friendly demeanor
* Genuine desire to serve guests
* Ability to coach and direct staff on shift
* Organized with strong attention to detail
* Operational hotel experience across food & beverage and front of house departments is essential
The Benefits
£31,000 per annum + monthly service charge payment
* 4 weeks holiday, increasing to 5 with service
* 8 Bank holidays
* Free parking
* Uniform provided
Additional benefits include:
* Discounted hotel stays for staff and family
* Discounted hair treatments at Utopia Spas
* Discounts on food & beverage, treatments, and retail products
* Refer a friend staff recruitment scheme
* Special anniversary benefits, including birthday off, complimentary stays, lunch/afternoon tea, and holiday days
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