Job Overview
As a Guest Service Manager, you will play a pivotal role in ensuring our guests have an outstanding experience from the moment they step through our doors. You will lead a team of dedicated front-line staff to deliver exceptional service, manage daily operations, and handle guest inquiries and concerns. Your focus will be on maintaining high standards of guest satisfaction, employee engagement, and operational efficiency. In addition, you will be the person in charge of the hotel during your shifts, responsible for making critical decisions and dealing with emergency situations.
Responsibilities
* Supervise and lead the front desk, concierge, and bell staff to ensure seamless check-in/out processes, accurate information, and attentive service.
* Handle guest inquiries, concerns, and special requests promptly and professionally.
* Oversee daily operations, ensuring smooth coordination among different departments.
* Train, mentor, and motivate staff to uphold our service standards and create a positive work environment.
* Collaborate with other departments to ensure guest needs are met and exceeded.
* Assist in managing reservations, room assignments, and room inventory.
* Maintain a strong knowledge of hotel services, amenities, and local attractions to provide accurate recommendations to guests.
* Address and resolve any guest issues or complaints effectively and efficiently.
* Ensure compliance with hotel policies, procedures, and safety standards.
* Are you passionate about delivering exceptional guest experiences? Do you have a knack for leadership and problem-solving? If so, we have the perfect opportunity for you at Sandman Signature Newcastle Hotel as a Guest Service Manager.
Qualifications
* Exceptional interpersonal and communication skills.
* Strong problem-solving abilities and the capacity to handle challenging situations with grace.
* Customer-focused mindset with a commitment to delivering outstanding guest experiences.
* Proficiency in hotel management software and Microsoft Office Suite, preferred.
* Flexibility to work shifts, including weekends and holidays.
* A diploma or degree in hospitality management or a related field is a plus.
* Previous experience in a supervisory or managerial role within the hospitality industry is preferred.
Benefits
* Competitive salary
* Pension
* Free parking while on shift
* Rewards & Recognition
* Opportunity to work in a dynamic and fast-paced hospitality environment
* Career growth and development opportunities within a reputable hotel chain
* Employee discounts on hotel stays, dining, and other hotel services
If you are a driven and dedicated individual with a passion for hospitality and guest service, we invite you to join our team at Sandman Signature Newcastle Hotel as a Guest Service Manager. Take the next step in your career journey with us and help create unforgettable experiences for our guests.
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