OUR BENEFITS
* 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
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 includes 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.
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