Senior Guest Services Manager Job Description
Location
Hotel Based
Reports to
Hotel Manager
Direct Reports
Guest Services Managers and Guest Service Agents
About the role
What will I be doing?
We are looking for a Senior Guest Services Manager to delight our guests with amazing service all day, every day.
As a Senior Guest Services Manager, you are responsible for managing operations of all Front Office and Food and Beverage outlets to deliver an excellent Guest and Member experience. You’ll maximise financial returns, drive the development of your team, create and maintain a memorable guest experience, execute brand and/or company standards, and build awareness of the hotel in the local community.
You will need to be able to communicate effectively and lead the team, be willing to get stuck in and present a professional and friendly face for the hotel. In addition, you will set high standards of performance, inspire staff to produce results and hold them accountable, thoroughly analyse complex information to make effective decisions and demonstrate sound commercial awareness.
The Senior Guest Services Manager will also be required to manage, train, and develop team members and work within all budgeted guidelines. Specifically, you will be responsible for performing the following tasks to the highest standards:
* Manage all Front Office and Food and Beverage Outlet operations to consistently meet high standards as defined by the IHG brand standards and Heeton standards.
* Maintain exceptional levels of customer service
* Ensure compliance with brand standards
* Ensure compliance with Food Safety standards.
* Recruit, manage, train and develop the Food and Beverage team
* Monitor the appearance, standards, and performance of the Team Members with an emphasis on training and teamwork
* Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
* Maintain good communication and working relationships with all hotel departments
* Monitor staffing levels to meet business demands
* Multi-skilled – you’ll need to be able to turn your hand to a variety of different duties and tasks throughout multiple areas of the hotel
* Manage guest queries in a timely and efficient manner
* Work within budgeted guidelines in relation to Food, Liquor Costs and Payroll
* Set departmental targets and objectives, work schedules, budgets, and policies and procedures
* Develop menus with other members of the Food and Beverage team
* Manage staff performance issues in compliance with company policies and procedures
* Comply with hotel security, fire regulations and all health and safety legislation
* Abide by payroll policies, procedures (punch in/punch out), Meals and Rest Periods policy.
* Support and deliver company policies.
* Demonstrate a working knowledge of all hotel safety and security procedures as required, maintaining a secure and safe environment for associates as well as guests.
This list is not an exhaustive list of responsibilities, and additional tasks may be assigned at the discretion of your line manager in line with business needs.
What we are looking for:
* Previous management experience in Food & Beverage within a 4-star property.
* Previous experience of using the OPERA PMS system
* You are a true people’s person, with passion to delight our guests with amazing service
* You will have the ability to remain calm during difficult situations, in a very busy environment, whilst managing multiple priorities
* You have a good working knowledge of food and beverages, and licencing regulation
* You are a great leader and strive to develop and motivate the team
* High level of commercial awareness and sales capabilities
* Experience in managing and developing people
* Previous experience in managing a department and Profit and Loss account
* Accountable and resilient
* Commitment to delivering a high level of customer service
* Ability to work under pressure
* Excellent grooming standards
* Flexibility to respond to a variety of work situations
* Previous management experience in Front Office.
* Possess strong commercial acumen with experience in increasing profitability
* Flexibility - night, weekend, and holiday shifts are all part of the job, as is having a flexible approach to the hours you work and a responsible attitude towards your own personal timekeeping and attendance
What do we offer:
* Annual bonus for all Team Members
* Exclusive access to the employee recognition & reward scheme - Heeton Rewards
* Fantastic career potential with one of the UK's fastest-growing hotel operators
* Employee staff rates across 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)
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.
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