Guest Services Manager (Fixed Term, Full Time)
Kew Green Hotels
Lancaster
6d ago

This role? It’s ALL about the guest and delivering an outstanding service for them. And ensuring your team do the same.

Through hands-on leadership, you will ensure your team achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improve the guest experience.

What you’ll be doing

  • Leading the Guest Experience function at the hotel; ensuring that all guests experience a safe & outstanding level of service throughout their stay
  • Collaborating with other functional leaders within the business to ensure smooth operation across departments, in order to enhance levels of guest service
  • Frequently reviewing guest feedback and seeking new, innovative ways to improve the guest experience
  • Demonstrating and leading by example with a culture of : Being attentive to all guestsAccurately and promptly fulfilling guest requestsUnderstanding and anticipating guest needsMaintaining a high level of knowledge which will enhance the guest experienceDemonstrating a service attitude that exceeds expectationsTaking appropriate action to resolve guest complaints
  • Guide, motivate and nurture our Guest Experience colleagues to support with continuing service excellence and demonstration of our company values and culture
  • Managing the performance of your team, conducting frequent job-chats that seek to enhance performance and where required, manage underperformance
  • Building a sales culture across the GSAs whilst executing sales initiatives to maximise room and M&E sales.
  • What’ll make you a great fit

  • You’ll have experience as an Operational Department Manager within a fast-paced hotel / hospitality environment
  • You’ll enjoy using tech we have lots of it to make your life easier and our guests experience more seamless
  • You’ll love people and as a result, have great interpersonal, communication skills and leadership skills
  • Details? You love them! You’ll be incredibly attentive with guests as a result
  • Flexible and able to remain focused on results under pressure and to challenging deadlines
  • Self-motivated and confident
  • Hard-working but FUN!
  • The benefits

  • Discounts across retail, restaurants, events etc (because we know life isn’t just about work)
  • Family and Friends discounts in hotels across the Kew Green Hotels estate
  • Leisure Club complimentary membership
  • International Travel at Employee Rate for other branded hotels within our brand family
  • Progression and room to grow, with opportunities across the UK and internationally
  • Flexible attitude and working hours.
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