Overview
As Guest Services Manager you'll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay. You will oversee front desk operations, manage reservations, handle guest complaints, and ensure the cleanliness and maintenance of guest rooms and common areas. You will also manage the department budget, hire and train staff, and develop and implement guest service policies and procedures. In addition, you will maintain positive relationships with guests and uphold the hotel's reputation for excellent customer service.
Responsibilities
* Oversee front desk operations, reservations, check-in/check-out procedures, and customer service to ensure smooth and efficient service.
* Handle guest complaints and queries in a professional manner and provide guidance and feedback to staff.
* Manage the department budget and administer guest service policies and procedures.
* Hire, train, and develop staff; set goals and objectives; delegate tasks; monitor performance.
* Maintain positive relationships with guests and uphold the hotel’s reputation for exceptional service.
Qualifications
* Experience in managing a hotel front office or similar position with understanding of hotel operations, including reservations, front desk processes, and customer service.
* Excellent communication and interpersonal skills; able to guide and manage staff and address guest needs professionally.
* Strong leadership and organisational abilities; capable of recruiting, managing, motivating staff, and driving performance.
* Good working knowledge of hotel software and systems (PMS, booking engines, CRM); able to manage reservations, track guest preferences and feedback, and analyse performance data.
Company and Benefits
Aimbridge Hospitality EMEA is a division of Aimbridge Hospitality. We are committed to connecting great people to great experiences across exciting destinations and brands. As part of the Aimbridge team, you will have access to industry-leading benefits, including:
* Industry-leading training and leadership development opportunities
* Hotel discounts portfolio-wide – staff rates and up to 50% discount on food & beverage and spa
* Access to Stream – pay-as-you-earn and automatic savings to support financial wellbeing
* 24/7 access to our employee assistance programme
* Uncapped incentives to reward contributions
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