Job Description
Job Role - Head of Guest Service
Rate of pay - £47,000
Hours - 45 Hours
Location - South Ascot
POSITION OVERVIEW
To oversee and direct the guest services operation to exceed expectations and enhance guest experience by leading your team to deliver service excellence throughout every stage of the guest journey.
To plan and manage your team to effectively deliver a warm welcome, a knowledgeable concierge service, and a seamless departure for each guest.
* Lead the Front of House operation daily/nightly to provide an exceptional guest experience from arrival to departure.
* Anticipate guest needs proactively and ensure seamless service delivery at all times.
* Act as an ambassador, proactively engaging with guests during their stay to ensure a seamless and personalized guest journey.
* Communicate effectively across the estate to keep teams informed of guest movements and preferences, enhancing their stay through thoughtful personalization and gestures.
ESSENTIAL FUNCTIONS & PHYSICAL REQUIREMENTS
* Perform Duty Manager responsibilities to oversee Front of House operations ensuring smooth service in all areas.
* Be ultimately responsible for providing a seamless guest experience.
* Support and guide the team to work cohesively and deliver intuitive, seamless service according to standards.
* Handle and resolve complaints, ensuring customer satisfaction, logging incidents, and following up with management and guests.
* Participate in necessary meetings, including daily morning meetings.
* Maintain a lobby presence, especially during peak times, greeting guests and ensuring VIPs are met.
* Engage with guests throughout their stay to make them feel welcomed and promote hotel services and facilities.
* Manage team training and performance, monitoring daily activities.
* Prepare daily reports, including nightly reports when required.
* Manage end-of-day procedures using the hotel’s operating system.
* Create daily briefing sheets and distribute report packs to Heads of Departments.
* Coordinate with all hotel departments to anticipate and communicate guest needs.
* Conduct daily inspections of Front of House, Back Office areas, and guest rooms.
* Follow up on guest complaints and queries from the day.
* Represent the brand daily, exemplifying core values.
Health & Safety
* Comply with all statutory and company health, safety, fire, bomb, and security regulations.
* Ensure all required certificates are current.
Flexibility
* Perform additional tasks as necessary and reasonably required.
* Adjust working hours as needed to meet hotel requirements.
Qualifications & Desirables
* Hospitality degree.
* Experience in a 5-star environment.
* Previous Duty Manager experience.
* Proficiency with computer management systems like Opera.
* Customer-oriented mindset.
* Excellent written and spoken English.
* Organizational skills.
* Team player.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
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