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Guest services night manager

Ascot
Dorchester Collection
Night manager
Posted: 10h ago
Offer description

Join us as a Night Guest Service Manager at Coworth Park Hotel, recently recognized as one of The Sunday Times Top 10 Best Places to Work for in 2024. We strive to build a culture of inclusiveness, reflected in our values of passion, personality, respect, teamwork, and creativity. We believe diverse perspectives enrich our culture and drive our success.

This role will lead the Front of House operations nightly to ensure an exceptional guest experience from arrival to departure.

What you'll get

* Complimentary nights with breakfast within Dorchester Collection
* 50% F&B discount at selected restaurants
* Generous Employee Introductory Scheme
* Team awards and incentives
* Contributory pension from day one
* Life assurance for all team members
* Complimentary uniform laundering
* Free meals on duty at team restaurants
* Complimentary internet in team areas
* Interest-free season ticket loan / Cycle to work scheme
* Occupational health benefits, including subsidized massages and health clinics
* Free eye tests for VDU users

What you'll do

* Oversee nightly Front of House operations as Duty Manager to ensure smooth service and guest satisfaction.
* Be ultimately responsible for providing a seamless guest experience.
* Support and guide the team to deliver intuitive, high-standard service according to CP standards.
* Handle and resolve guest complaints, log incidents, and follow up with management and guests.
* Maintain a visible lobby presence, especially during peak times, greeting guests and meeting VIPs.
* Engage with guests to make them feel at home and promote hotel services.
* Train and monitor team performance daily.
* Prepare nightly reports and run end-of-day procedures using the hotel’s operating system.
* Create daily briefing sheets and distribute reports to Heads of Department.
* Coordinate with all hotel departments to anticipate and meet guest needs.
* Conduct daily inspections of Front of House, back office areas, and guest rooms.
* Follow up on guest feedback and queries.
* Represent Coworth Park values daily as a brand ambassador.
* Comply with all health, safety, fire, security, and statutory regulations.
* Keep all required certificates up to date.
* Perform other tasks as necessary and be flexible with working hours to meet hotel needs.
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