JOIN US
At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...
OUR BENEFITS
You will have access to a benefits package we believe truly works for our people
* Discounted hotel room rates for you and your friends & family
* An additional day's leave for your birthday
* Enhanced Maternity, adoption & shared parental leave
* Course Sponsorship
* 30% F&B discount at RBH hotels
* Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
* Flexible working arrangements
* Wagestream - choose how and when you get paid
* Life Insurance
* Employee Assistance Programme
* Social and wellness events and activities all year round
* Free meals on duty saving you over £1000 per year
And much much more!
RESPONSIBILITIES
PEOPLE
· Ensure fellow team members are trained to
deliver the Aloft guest journey in line with Marriott brand standards from pre-stay
until post-stay guest engagement.
·
Foster a
guest-first culture, motivating your colleagues to exceed expectations in every
interaction to enhance the guest experience to drive a repeat business culture
·
Mentor the ground
floor team, ensuring a culture of exceptional hospitality, guest engagement,
and professionalism.
GUEST EXPERIENCE & QUALITY
· Ensure all guest interactions are warm,
professional, and aligned with the brand & RBH’s high service standards.
· Oversee VIP guest experiences, ensuring
personalised service and seamless fulfilment of special requests.
· Develop and implement a pre-stay and post-stay
call strategy, ensuring guests are welcomed before arrival and followed up with
after departure to enhance satisfaction and encourage repeat stays.
· Clarify the guest’s reason for visiting and
identifying and exceeding expectations.
· Manage guest feedback and online reviews,
responding to guest comments professionally, identifying service trends, and
using insights to enhance guest satisfaction.
· Develop a network of local suppliers to offer
truly unique experiences to our guests
· Take ownership of guest complaint resolution,
ensuring swift action and service recovery strategies that turn negative
experiences into positive ones.
· Supervise check-in and check-out operations,
ensuring efficiency, accuracy, and an outstanding first and last impression.
· Ensure full-service steps are delivered across
the F&B ground floor operation from breakfast service to late bar.
· Ensure the smooth running of M&E business
and delivery as per contract requirements.
· Ensure a sale through service culture to meet
the guest needs and deliver the hotels targets
· Oversee the guest loyalty programme, promoting
benefits and encouraging sign-ups to drive retention.
· Ensure VIP guests receive personalised
pre-arrival calls to confirm special requests and preferences, such as room
setups, dining reservations, and transport needs.
· Monitor and respond to all online guest reviews
within 24 hours, implementing improvements based on recurring feedback themes.
· Work with the housekeeping team to establish an
in-room welcome touch for VIPs, such as handwritten notes or complimentary
amenities.
· Analyse guest complaints regularly, identifying
common issues and implementing solutions to prevent reoccurrence.
OPERATIONS & MANAGEMENT
· Report directly to the Operations Manager,
providing insights on guest satisfaction, review performance, and service
trends.
· Work closely with culinary team to develop best
in class amenity offering, recognising the individuality of our guests
· Maintain full compliance with brand policies,
SOPs, and operational procedures, aligning with industry standards.
· Participate in shift briefings and operational
meetings, ensuring the team is aligned on VIP arrivals, guest requests, and
daily priorities across the ground floor operation.
· Monitor guest service workflow, implementing
efficiency improvements to reduce wait times and enhance service levels.
· Work closely with security teams to ensure guest
safety and manage emergency procedures.
· Management of select GSA with in the ground
floor operation where you are responsible for developing and managing including
performance management.
· Manage budget control within the guest floor
operation, ensuring cost efficiency while maintaining high service standards.
· Internal stocktake of monthly beverage items to
produce Bev GP% result within the ground floor operation along with ordering
stock to maintain an effective operation/ stock rotation.
COMMERCIAL & REVENUE IMPACT
· Support GSA team in upselling room upgrades,
late check-outs, and additional hotel services, maximising revenue
opportunities within F&B outlets.
· Monitor revenue-generating initiatives within
guest services, ensuring they align with business objectives.
· Work closely with Sales and Revenue teams to
optimise room allocations, early arrivals, and late departure strategies.
· Working closely with M&E sale team to
optimise rooms space and maximise the opportunities to drive revenues including
weddings
· Identify guest service trends that impact
revenue, such as repeat customer behaviours and seasonal booking patterns.
· Partner with Marketing to create and promote
in-house guest experience packages, such as dining, drinks and other activity
promotions.
· Implement performance tracking for upselling
initiatives, incentivising the GSA team to maximise additional revenue streams.
· Develop relationships with corporate and group
clients, encouraging repeat business and long-term partnerships.
EMPLOYEE RELATIONS & ENGAGEMENT
· Promote a positive and inclusive work
environment where all employees feel valued and motivated.
· Ensure all team members understand company
policies, benefits, and career growth opportunities.
· Support management in conflict resolution
efforts, ensuring fair and transparent processes.
· Encourage cross-training opportunities between all
ground floor areas of the operation, supporting employee development.
· Establish an open-door policy, ensuring
employees feel supported and empowered in their roles.
· Work closely with Ops/HM to address team
challenges, ensuring high levels of job satisfaction and retention.
GENERAL
· Comply with company policies, health &
safety regulations, and brand standards at all times.
· Carry out the role of on shift Duty Manager for
the Fire process and point of contact for external authorities/agencies.
· Represent the hotel in a professional and
guest-focused manner, ensuring exceptional service delivery.
· Stay updated on hospitality trends, innovations,
and competitor benchmarking to refine service strategies.
· Support sustainability initiatives, implementing
eco-friendly operational practices where possible.
· Ensure full compliance with GDPR and data
protection laws when handling guest and employee information.
· Build strong relationships with suppliers,
external service providers, and key industry partners.
· Oversee loss prevention procedures of hotel
stock from food and liquor to operating equipment, ensuring the safety of
guests, employees, and hotel property.
· Champion accessibility and inclusivity, ensuring
all guests feel welcomed and accommodated.
· Continuously evaluate guest service strategies,
identifying opportunities for innovation and improvement.
· Actively participate in hotel leadership
meetings, contributing insights from a guest service perspective.
EQUAL OPPORTUNITIES
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact.