Guest Services Manager
Alexander House Hotel & Utopia Spa, East Grinstead, West Sussex, RH10 4QD
Overview
Alexander House Hotel & Utopia Spa is part of Alexander Hotels, a private group of quality hotels of distinction located just outside London. The property features five‑star accommodations, award‑winning restaurants, spa facilities, and conference and banqueting services.
Role
A smart, friendly, well‑organised, guest‑service focused individual who will complete the Guest Services team and ensure total guest enjoyment. You will undertake Duty Management shifts with an emphasis on guest care and interaction, from check‑in to checkout, and be a key factor in guest satisfaction.
Responsibilities
* Work 5 days a week, 40 hours per week with flexible shifts covering daytime and evening shifts, including weekends (7 am–3:30 pm and 2:30 pm–11 pm).
* Complete Duty Management shifts as detailed on the early/late shift checklists.
* Ensure that during the shift all departments are correctly staffed to provide the best levels of service.
* Ensure all staff on duty in all areas are presented to the required standard.
* Ensure all areas of the hotel and spa are presented to a 5‑Star standard at all times.
* Hold the Daily Dash meeting with all operational Heads of Department to cover the business of the day and plan to overcome any challenges.
* Assist departments at peak periods to ensure service levels are achieved.
* Welcome arriving guests and acknowledge VIPs, returning guests, those celebrating a special event and those with special requirements.
* Liaise with all departments to ensure the operation runs smoothly throughout the day and evening.
* Maintain the Guest Services phone at all times; act as a point of contact with operational staff to support, coach and action solutions where challenges arise.
* Resolve all guest complaints and ensure guest satisfaction prior to departure.
* Take responsibility for health and safety, fire safety and procedures during your shift.
* Provide an effective handover to the next Duty Manager to assist with continuity of service.
* Act as Host Manager in hotel reception during busy arrival or departure periods, welcoming arrival/departing guests and coordinating concierge and supporting reception.
Requirements
* Excellent standard of personal appearance.
* Friendly and confident communicator in person, on the telephone and in writing.
* Warm and friendly disposition.
* Genuine desire to serve guests.
* Ability to coach and direct staff while on shift.
* Organised with good attention to detail.
* Operational hotel experience across a range of food and beverage as well as front‑of‑house departments.
Benefits
£27,500 per annum plus monthly service charge payment.
* 4 weeks holiday, rising to 5 weeks with service.
* 8 bank holidays.
* Free car parking.
* Employee uniform.
Additional benefits:
* Discounted hotel accommodation for you and your family at all hotels.
* Discounted hair treatments at our spas.
* Discounts on all food & beverage at all hotels.
* Discount on individual treatments booked at our spas.
* Discount on retail products in our spas.
* Refer a friend staff recruitment scheme.
* Celebration of 1 yr, 3 yr and 5 yr anniversaries with birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea and service‑related holiday.
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