Overview
Mercure Dartford Brands Hatch Hotel & Spa is a busy 4‑hotel with a Restaurant, Lounge, Sports Bar and busy Meeting and Events facilities. Maintain a safe and secure environment for guests, employees and hotel assets by implementing and maintaining safety policies and procedures. The Exciting Opportunity: The Guest Service Manager contributes to Mercure Dartford Brands Hatch Hotel goals and values by supporting the General Manager with managing the Food and Beverage/ Front Office team. The successful applicant will display great leadership, deliver excellent customer service, have a positive can‑do attitude, be willing to learn and show you care.
Responsibilities
* Oversee the entire Food and Beverage and Front Office operation to maintain high standards
* Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
* Ensure regular and Loyalty members are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel\'s loyalty scheme; maximise room occupancy at best rates and use up‑selling techniques to promote hotel services and facilities
* Monitor the appearance and standards of Front Desk and F&B teams
* Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area
* Maintain good communication and working relationships with all hotel departments
* Monitor staffing levels to meet business demands
* Manage staff performance issues in compliance with company policies and procedures
* Comply with hotel security, fire regulations and all health and safety legislation
* Act in accordance with policies and procedures when working with front of house equipment and property management systems
* Assist with other departments, as necessary
* Able to work flexibly including weekends and early and late shifts
People & Operations
* Flexibility to support other departments such as Front Office, Restaurant & Bar, Kitchen, Housekeeping and Leisure Club; training will be provided
* Work days vary with business needs; shifts may include Saturdays, Sundays or public holidays
* Roster hours may be amended with reasonable notice
* Work 12‑hour shifts as needed to manage workloads and reduce cross‑working risks
* Maintain good working relationships with colleagues
* Attend training when required
* Continuously improve product knowledge to maximise revenue and service
* Attend regular briefings and meetings as required
Quality & Guest Experience
* Take a responsible approach to timekeeping and attendance
* Present yourself professionally and adhere to company standards
* Maintain enthusiasm and commitment
* Engage in your personal development and performance reviews
* Respond to guest feedback and ensure an exceptional level of service
* Adhere to brand, hotel and company operating standards
* Ensure routine maintenance in your areas and report hazards
* Understand departmental risk assessments and be trained against them
* Understand health and safety responsibilities including emergency procedures
* Proactively pursue environmental and energy‑saving initiatives
Profit & Revenue
* Upsell confidently to maximise hotel revenue and exceed targets
* Promote hotel facilities and stay sales‑focused
* Ensure charges are posted correctly and follow cash handling procedures
* Operate cost‑efficiently to maximise profit
* Comply with company codes of conduct
* Perform other duties as directed to achieve business goals
* Be able to work as part of a diverse team
* Understand health, safety and security responsibilities
* Be familiar with emergency procedures and security policies
* Support environmental and energy‑saving initiatives
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