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. Key responsibilities include overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You'll be responsible for managing the budget for the department, hiring and training staff, and developing and implementing guest service policies and procedures. In addition, you will be responsible for maintaining positive relationships with guests and ensuring that the hotel's reputation for excellent customer service is upheld. As Guest Services Manager you'll play a crucial role in ensuring that guests have a first class enjoyable and comfortable stay.
Responsibilities
* Oversee front desk operations, manage reservations, handle guest complaints, and ensure cleanliness and maintenance of guest rooms and common areas.
* Manage the department budget, hire and train staff, and develop and implement guest service policies and procedures.
* Maintain positive relationships with guests and uphold the hotel's reputation for excellent customer service.
Qualifications
* You'll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
* Excellent communication and interpersonal skills to effectively manage staff and interact with guests; able to provide guidance and feedback, and handle customer complaints and queries professionally.
* Strong leadership and organisational skills to recruit, manage, and motivate staff; able to set goals, delegate tasks, and monitor performance to ensure smooth operations.
* Understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools; ability to use these tools to manage reservations, track guest preferences and feedback, and analyse performance data.
Benefits
* Industry leading training and leadership development opportunities
* Hotel discounts portfolio wide - Staff rates and up to 50% discount on food & beverage and spa
* 24/7 access to our employee assistance programme
#J-18808-Ljbffr